The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
IT Service Desk Agent - Columbus, OH 43219
Columbus, OH · On-site
$22 - $24/hr
Job Title: IT Service Desk Agent Job Location: Columbus, OH 43219 Job Duration: 12 months of ... Two to five years of relevant experience in a complex, high-tech, and fast-paced work environment
Quick apply
IT Service Desk Agent - Columbus, OH 43219
Columbus, OH · On-site
$22 - $24/hr
Job Title: IT Service Desk Agent Job Location: Columbus, OH 43219 Job Duration: 12 months of ... Two to five years of relevant experience in a complex, high-tech, and fast-paced work environment
Be Seen First
Service Desk Agent
South Jordan, UT · On-site
$25/hr
If so, our client is hiring a Service Desk Agent. Position Type: * Contract * Onsite Requirements ... High school diploma or GED * 2 years of customer service, call center, help desk, or technical ...
Quick apply
Be Seen First
Service Desk Agent
South Jordan, UT · On-site
$25/hr
If so, our client is hiring a Service Desk Agent. Position Type: * Contract * Onsite Requirements ... High school diploma or GED * 2 years of customer service, call center, help desk, or technical ...
IT Support/ Help Desk in Columbus, OH 43219
Columbus, OH · On-site
$20 - $21/hr
Title: IT Support / Service Desk Agent Location: Columbus, OH 43219 Duration: 12 Months ... Producing accurate detailed documentation consumable by end users, level two support, and problem ...
Quick apply
IT Support/ Help Desk in Columbus, OH 43219
Columbus, OH · On-site
$20 - $21/hr
Title: IT Support / Service Desk Agent Location: Columbus, OH 43219 Duration: 12 Months ... Producing accurate detailed documentation consumable by end users, level two support, and problem ...
Service Desk Agent
Washington, DC · On-site
$19.25 - $24.50/hr
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
Service Desk Agent
Washington, DC · On-site
$19.25 - $24.50/hr
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
Service Desk Agent
Washington, DC · On-site
$19.25 - $24.75/hr
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
Service Desk Agent
Washington, DC · On-site
$19.25 - $24.75/hr
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
Service Desk Agent
Washington, DC · On-site
$40K/yr
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
Service Desk Agent
Washington, DC · On-site
$40K/yr
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
Service Desk Agent
Washington, DC · On-site
$40K/yr
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
Service Desk Agent
Washington, DC · On-site
$40K/yr
The DOT Tier 1 agent is the first line of contact with the DOT customer base. As such the agent is ... High School and 2 years of sufficient technical service experience supporting a service desk with ...
Service Desk Support III
Questa, NM · On-site
Service Desk Agent Summary: The Service Desk Agent provides a single point of contact to resolve or escalate various computer related issues and/or incidents. The Agent manages requests via service ...
Service Desk Support III
Questa, NM · On-site
Service Desk Agent Summary: The Service Desk Agent provides a single point of contact to resolve or escalate various computer related issues and/or incidents. The Agent manages requests via service ...
Service Desk Agent
$16.25 - $21/hr
Service Desk Agent Location: Sandy Spring, GA (Atlanta) and Chanhassen, MN Type: Contract with Hexaware F2F interview is Mandate. Receive, Triage, Resolve, and Assign and track all incoming contacts ...
Service Desk Agent
$16.25 - $21/hr
Service Desk Agent Location: Sandy Spring, GA (Atlanta) and Chanhassen, MN Type: Contract with Hexaware F2F interview is Mandate. Receive, Triage, Resolve, and Assign and track all incoming contacts ...
Service Desk Agent
$17.50 - $22.25/hr
Job Type Full-time Description IT Service Desk Agent Stoltenberg Consulting United States (Remote ... Create tickets if receiving directly via phone. • Provide level 1 & 2 remote technical support on ...
Service Desk Agent
$17.50 - $22.25/hr
Job Type Full-time Description IT Service Desk Agent Stoltenberg Consulting United States (Remote ... Create tickets if receiving directly via phone. • Provide level 1 & 2 remote technical support on ...
Service Desk Agent
Valencia, CA · On-site
$17.25 - $22/hr
Description: IT Service Desk Agent Stoltenberg Consulting United States (Remote) Save Apply 10 ... Create tickets if receiving directly via phone. · Provide level 1 & 2 remote technical support on ...
Quick apply
Service Desk Agent
Valencia, CA · On-site
$17.25 - $22/hr
Description: IT Service Desk Agent Stoltenberg Consulting United States (Remote) Save Apply 10 ... Create tickets if receiving directly via phone. · Provide level 1 & 2 remote technical support on ...
Service Desk/ Technical Support
Columbus, OH · On-site
$16.50 - $21/hr
The Service Desk Agent is the first point of contact for users who call our IT Service Desk. While ... Two to five years of proven, qualified related work experience in a comparable complex, high-tech ...
Quick apply
Service Desk/ Technical Support
Columbus, OH · On-site
$16.50 - $21/hr
The Service Desk Agent is the first point of contact for users who call our IT Service Desk. While ... Two to five years of proven, qualified related work experience in a comparable complex, high-tech ...
Service Desk Agent
$16/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
$16/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
$14.75 - $19/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
$14.75 - $19/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
$17.25 - $22.25/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
$17.25 - $22.25/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
Florence, CO · On-site
$16/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
Florence, CO · On-site
$16/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
Trinidad, CO · On-site
$16/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
Service Desk Agent
Trinidad, CO · On-site
$16/hr
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of ... Collects and documents necessary information for appropriate escalation to level 2 technical teams ...
The Service Desk Agent serves as the in-store representative that helps customers that helps ... O (Occasionally) = Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day) F ...
Quick apply
The Service Desk Agent serves as the in-store representative that helps customers that helps ... O (Occasionally) = Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day) F ...
Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in Arlington, VA ... Must have three years of related experience including m inimum 2 years working directly with ...
Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in Arlington, VA ... Must have three years of related experience including m inimum 2 years working directly with ...
Service Desk Agent Ii information
See salary details
$13.22 - $14.55
4% of jobs
$14.55 - $15.89
12% of jobs
$16.57 is the 25th percentile. Wages below this are outliers.
$15.89 - $17.22
18% of jobs
$17.22 - $18.55
13% of jobs
The median wage is $18.78 / hr.
$18.55 - $19.89
22% of jobs
$20.53 is the 75th percentile. Wages above this are outliers.
$19.89 - $21.22
14% of jobs
$21.22 - $22.55
4% of jobs
$22.55 - $23.89
4% of jobs
$23.89 - $25.22
3% of jobs
$25.22 - $26.55
3% of jobs
$26.55 - $27.88
3% of jobs
$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?
| Aspect | Service Desk Agent Ii | Service Desk Technician |
|---|---|---|
| Certifications | CompTIA A+, HDI-SCA, ITIL Foundation | CompTIA A+, HDI-SCA, ITIL Foundation |
| Work Environment | Help desk, call center, remote support | Help desk, on-site support, remote |
| Employer & Industry | IT service providers, corporate IT departments | IT support teams, corporate and MSPs |
| Search & Comparison Intent | Yes | Yes |
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:
SAIC rating
7.9
Based on 79 frontline employees who took The Breakroom Quiz
80th of 225 rated it services
Job description
Job ID: 2615091
Location: Washington, DC, US
Date Posted: 2026-07-29
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: ORA_ON_SITE
Description
Job Summary
SAIC is looking for outstanding Call Center candidates to join our Defense & Civilian Sector in support of the US Department of Transportation. The DOT Tier 1 agent is the first line of contact with the DOT customer base.
As such the agent is responsible for:
- The creation of Interactions and Incidents.
- Provide basic technical and process assistance over the Phone and via Email.
- Provide friendly, courteous support of all DOT employees and contractors.
- Take part in the development and maintenance of a positive working relationship with all internal departments/organizations/employees and the successful candidate will demonstrate service excellence by providing high quality customer service at all times to all customers and internal staff.
- As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be expected to assist with the processing of Service Requests as well.
Shifts are M-F 7am-7pm EST. Candidates in the Washington DC area.
Responsibilities:
- Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request.
- Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests.
- Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team.
- Researches customer concerns and find appropriate resolutions.
- Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.
- Other duties as assigned.
Qualifications
Required:
- High School and 2 years of sufficient technical service experience supporting a service desk with relevant certification.
- Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
- Must be willing to work effectively within a team environment in a fast-paced support role.
- Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment.
- Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to obtain a public trust.
Target salary range: Up to $40,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
About Science Applications International
Sourced by ZipRecruiter