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Service Desk Agent Ii Jobs (NOW HIRING)

Analygence

Service Desk Agent

Washington, DC · On-site

$18 - $23.25/hr

Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in Arlington, VA. CISA is supported by a 24/7 Service Desk (SD) section that works directly with the NCR and PNS ...

Analygence

Service Desk Agent

Washington, DC · On-site

$18 - $23.25/hr

Description Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in ... Must have three years of related experience including minimum 2 years working directly with ...

Omniscius Consulting

Service Desk Agent

Morgantown, WV · On-site

$17.50 - $22.50/hr

Our client is seeking qualified Service Desk Agents to provide Tier I and Tier II technical support services in a fast-paced help desk environment. The Service Desk Agent will support agency ...

Compunnel, Inc.

Service Desk Agent

South Jordan, UT · On-site

$22/hr

Job Summary The Service Desk Agent serves as the first point of contact for users calling the ... Two to five years of related work experience in a complex, high-tech, fast-paced environment High ...

Compunnel, Inc.

Service Desk Agent

South Jordan, UT · On-site

$22/hr

Job Summary The Service Desk Agent serves as the first point of contact for users calling the ... Two to five years of related work experience in a complex, high-tech, fast-paced environment High ...

Inficare Technologies

Service Desk Agent

Dallas, TX · On-site

$16.75 - $21.50/hr

Service Desk Agent Location: Dallas, TX (Onsite) Job Type: Contract Duration: 6 Months Job Overview Our client is seeking experienced, customer-focused Service Desk Agents to join a flexible and ...

Tata Consultancy Services

Service Desk Agent

Columbus, OH · On-site

$16.50 - $21/hr

Tata Consultancy Services is a leading IT services company, and they are seeking a Service Desk Agent to assist with technical support. The role involves diagnosing and resolving technical issues ...

STI

IT Service Desk Agent

Charlotte, NC · On-site

$16.50 - $21.25/hr

The candidate will be required to work onsite at least two days a week in Charlotte, NC. Duration: 9+ Months Typical Experience: 12-36 months Description: The IT Service Desk Agent I will provide ...

City of New York

Service Desk Agent

Brooklyn, NY

The successful candidate will serve as a Service Desk Agent reporting to the Customer Service ... or 2. An associate degree from an accredited college including or supplemented by 12 semester ...

City of New York

Service Desk Agent

Brooklyn, NY · On-site

The successful candidate will serve as a Service Desk Agent reporting to the Customer Service ... or 2. An associate degree from an accredited college including or supplemented by 12 semester ...

City of New York

Service Desk Agent

Brooklyn, NY · On-site

$80K - $90K/yr

The successful candidate will serve as a Service Desk Agent reporting to the Customer Service ... or 2. An associate degree from an accredited college including or supplemented by 12 semester ...

SAIC

Service Desk Agent

Washington, DC

$40K/yr

The DOT junior agent is the first line of contact with the DOT customer base. This role may not be ... High School and 1-2 years of sufficient IT help desk / technical service experience supporting a ...

InfiCare Technologies

Service Desk Agent

Dallas, TX · On-site

$16.75 - $21.50/hr

Service Desk Agent Location: Dallas, TX (Onsite Role) Contract Role Duration: 6 Months Job Summary: * We are looking for experienced, customer-focused Contact Center Representatives to join a ...

SAIC

Service Desk Agent

Washington, DC · On-site

$40K/yr

The DOT junior agent is the first line of contact with the DOT customer base. This role may not be ... High School and 1-2 years of sufficient IT help desk / technical service experience supporting a ...

SAIC

Service Desk Agent

Washington, DC · On-site

$40K/yr

The DOT junior agent is the first line of contact with the DOT customer base. This role may not be ... High School and 1-2 years of sufficient IT help desk / technical service experience supporting a ...

STI

IT Service Desk Agent

Charlotte, NC · On-site

$32.50/hr

The candidate will be required to work onsite at least two days a week in Charlotte, NC. ***The max rate for this position is $32.50/hour. The IT Service Desk Agent I will provide front line ...

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Service Desk Agent Ii information

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$13

$19

$27

How much do service desk agent ii jobs pay per hour?

As of Aug 23, 2026, the average hourly pay for service desk agent ii in the United States is $19.70, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $20.91 per hour, depending on experience, location, and employer.

What is a Service Desk Agent II?

A Service Desk Agent II is a mid-level IT support professional who assists employees or customers with technical issues related to computer systems, software, and hardware. They handle more complex problems than entry-level agents and may escalate unresolved issues to specialized teams. Their responsibilities often include troubleshooting, providing guidance, documenting incidents, and ensuring that IT services run smoothly. Service Desk Agent II roles require strong communication skills, technical knowledge, and experience with help desk tools.

What are the key skills and qualifications needed to thrive as a Service Desk Agent II?

To thrive as a Service Desk Agent II, you need a solid understanding of IT support principles, troubleshooting, and customer service, often supported by experience in technical support and a relevant associate’s degree or certifications like CompTIA A+. Familiarity with ticketing systems (such as ServiceNow or Jira), remote desktop tools, and knowledge base platforms is typically required. Strong communication skills, patience, and the ability to manage multiple priorities effectively help agents excel in assisting users and resolving issues efficiently. These skills ensure timely and effective technical support, leading to improved user satisfaction and smooth business operations.

How does a Service Desk Agent II typically handle escalated technical issues, and what support is available when facing complex problems?

As a Service Desk Agent II, you will often be the first point of escalation for more complex technical issues that entry-level agents cannot resolve. You are expected to conduct advanced troubleshooting, document solutions, and sometimes work directly with specialists or higher-tier support teams. Collaboration is key; you’ll have access to knowledge bases, experienced colleagues, and escalation procedures to assist with particularly challenging cases. Continuous learning and strong communication skills are vital in this role, as you’ll bridge the gap between users and more specialized IT staff.

What is the difference between Service Desk Agent Ii vs Service Desk Technician?

AspectService Desk Agent IiService Desk Technician
CertificationsCompTIA A+, HDI-SCA, ITIL FoundationCompTIA A+, HDI-SCA, ITIL Foundation
Work EnvironmentHelp desk, call center, remote supportHelp desk, on-site support, remote
Employer & IndustryIT service providers, corporate IT departmentsIT support teams, corporate and MSPs
Search & Comparison IntentYesYes

The Service Desk Agent Ii and Service Desk Technician roles share similar certifications, work environments, and industry usage. The main difference often lies in the scope of responsibilities, with Service Desk Agent Ii typically focusing on initial support and troubleshooting, while Service Desk Technicians may handle more complex technical issues. Both roles are essential in IT support teams and are frequently compared by job seekers and employers alike.

More about Service Desk Agent Ii jobs

What job categories do people searching Service Desk Agent Ii jobs look for?

The top searched job categories for Service Desk Agent Ii jobs are:

Service Desk Agent Ii jobs near you
Infographic showing various Service Desk Agent Ii job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $40,985 per year, or $19.7 per hour.

Service Desk Agent

Analygence

Washington, DC • On-site

$18 - $23.25/hr

Full-time

Re-posted 19 days ago

Job description

Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in Arlington, VA. CISA is supported by a 24/7 Service Desk (SD) section that works directly with the NCR and PNS Operations branch to provide a single point of incident reporting within the Agency. The Service Desk uses multiple communications methods - phone calls, web forms, and emails to track incidents. The Service Desk will act as a switchboard for the central CISA phone line(s).

Additionally, the SD will create, assign and provide lifecycle tracking of tickets for all events, incidents, requests for information, operational tasking, external communication requests, and requests for CISA operational action. The Service Desk is a dedicated, round the clock capability that receives wide range of submissions to include reports of cyber incidents, notifications of an event, questions about on-going activities, or requests for CISA services. On average the Service Desk handles an estimated 200,000 reported incidents, or requests for information per year.

The Service Desk Agent performs a variety of complex tasks, which include creating incident tickets, Stakeholder engagement, quality customer service, accurately scoring incidents, and meeting response timelines. These tasks may include proper triage and routing of incidents to the correct person or office. Service Desk Agents manage and track the life cycle of all incidents, events, and requests received. Hours may vary from 8 - 12 hours depending on needs to support 24/7/365 operations (holiday and weekends are included).

Job Responsibilities:

  • Provide first-line support for incidents and technical issues reported by CISA staff and customers.
  • Monitor shared CISA inbox for incidents and assign them appropriately to the Watch Analysts for action.
  • Send Requests for Information for incomplete requests.
  • Respond to requests for assistance in person, via phone, or email.
  • Appropriately triages requests that cannot be resolved at the SD level using ITSM.
  • Follow up with CISA staff and customers to ensure that issues have been resolved.
  • Document issue resolution steps and maintain records of all Service Desk activities in ITSM.
  • Maintain and update the Knowledge Base with solutions to common technical issues and FAQ.
  • Assist in maintaining and configuring ITSM.
  • Provides guidance to Junior level agents
  • Ability to serve as SD Team Lead when Key Service Desk Lead's is not present

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