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Service Desk Agent Ii Jobs (NOW HIRING)

Abacus Solutions Group

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 ...

Resorts World New York City

Front Desk Agent II

Miami, FL · On-site

$13.75 - $17.25/hr

Transmits and receives telephone messages, Answers inquiries pertaining to hotel services ... May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed * Provide ...

AMERICAN SYSTEMS

Service Desk Agent I

Weaverville, NC

$18.50 - $20/hr

As Service Desk Agent I, you will perform Tier I and Tier II information technology related help desk duties through phone and email support. You will provide support for members of USPTO in carrying ...

Hilton Miami Downtown

Front Desk Agent II

Miami, FL · On-site

$13.75 - $17.25/hr

Transmits and receives telephone messages, Answers inquiries pertaining to hotel services ... May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed * Provide ...

Resorts World New York

Front Desk Agent II

Miami, FL · On-site

$13.75 - $17.25/hr

Transmits and receives telephone messages, Answers inquiries pertaining to hotel services ... May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed * Provide ...

Hilton Worldwide Holdings

Front Desk Agent II

Miami, FL · On-site

$13.75 - $17.25/hr

Transmits and receives telephone messages, Answers inquiries pertaining to hotel services ... May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed * Provide ...

Hilton Miami Downtown

Front Desk Agent II

Miami, FL · On-site

$13.75 - $17.25/hr

Transmits and receives telephone messages, Answers inquiries pertaining to hotel services ... May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed * Provide ...

Hired by Matrix

Be Seen First

IT Service Desk Agent

Alpharetta, GA · On-site

$25/hr

Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent ... e Desk Agent is the first point of contact for end users seeking IT support through phone and live ...

Resorts World New York

Front Desk Agent II

Miami, FL · On-site

$17/hr

Transmits and receives telephone messages, Answers inquiries pertaining to hotel services ... May be placed as a PBX Operator, Front Desk agent, Concierge or Bell Captain as needed * Provide ...

AMERICAN SYSTEMS

Service Desk Agent I

Weaverville, NC · On-site

$20/hr

As Service Desk Agent I, you will perform Tier I and Tier II information technology related help desk duties through phone and email support. You will provide support for members of USPTO in carrying ...

AMERICAN SYSTEMS

Service Desk Agent I

Weaverville, NC

$18.50 - $20/hr

As Service Desk Agent I, you will perform Tier I and Tier II information technology related help desk duties through phone and email support. You will provide support for members of USPTO in carrying ...

AMERICAN SYSTEMS

Service Desk Agent I

Weaverville, NC · On-site

$18.50 - $20/hr

As Service Desk Agent I, you will perform Tier I and Tier II information technology related help desk duties through phone and email support. You will provide support for members of USPTO in carrying ...

AMERICAN SYSTEMS

Service Desk Agent I

Weaverville, NC · On-site

$20/hr

As Service Desk Agent I, you will perform Tier I and Tier II information technology related help desk duties through phone and email support. You will provide support for members of USPTO in carrying ...

GDIT

IT Service Desk Agent

Bethesda, MD · Hybrid

$30.44 - $41.18/hr

No IT Service Desk Agent GDIT is currently seeking an IT Service Desk Team Lead in Bethesda, MD to join our team. In this role you will be expected to provide excellent IT phone support for the ...

Nordic

$20.75 - $26.75/hr

The Clinical Service Desk Agent I answers calls, chats, e-mails, and other forms of contact from physicians and clinicians to troubleshoot and resolve EHR application and workflow issues in Epic ...

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Service Desk Agent Ii information

See salary details

$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

Abacus Solutions Group

Remote

$16/hr

Full-time

Re-posted 7 days ago

Job description

Abacus Solutions Group:
We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we make we first ask, "Is the decision consistent with our moral and ethical principles?" We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.
Position Description: We're hiring a Service Desk Agent to provide telephone technical support of hardware, systems, sub-systems and/or applications for FAA employee and non-employee user base, spanning the globe in support of the United States and interests abroad. In this role you'll field questions about installation, operation, configuration, customization, and usage of assigned products and will apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. When necessary, you'll escalate complex problems to a higher level of expertise within organization.
Schedule: This is a 24x7x365 environment, must be willing to work shifts.
Location: Fully Remote
Responsibilities:
  • Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.
  • Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
  • Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
  • Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.
  • Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
  • Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
  • Uses ITSM and ServiceNow ticket processes to document actions taken.

Requirements
  • 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.
  • Passion for Information Technology and desire to grow in the industry

Desired Skills and Experience:
  • Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.
  • Help Desk Institute (HDI) Certification
  • Associates degree related to Computer and Information; or High School degree and up to two (2) years of sufficient technical or customer service experience.
  • Experience with the following tools; Active Directory, BeyondTrust (Bomgar), ServiceNow

Background Check:
  • 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 pass a Federal Background Investigation and obtain a Public Trust.

Pay: $16/hr
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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