IT Service Desk Agent

job summary:
We have a 3 month contract for a Service Desk Agent. This position is onsite in Sacramento, CA. This contract will be from November 2, 2026- February 12, 2027 and will not be extended.

 
location: Sacramento, California
job type: Contract
work hours: 8am to 5pm
education: No Degree Required

responsibilities:

• Answers
  and responds to all inbound calls and tickets from end-users for our
  client's IT Services and support.

• Handles
  end-user issues or requests with professional and customer first
  attitude.

• Utilizes
  hands-on technical skills to diagnose and resolve all tickets at the IT
  Service Desk (e.g., First Call Resolution) prior to escalating to
  level-2 or above IT support staff.

• Analyzes
  and resolves all desktop application software and/or hardware incidents
  and requests from end-users based upon the Service Level Agreements.

• Follows
  up with reported incidents to ensure they are resolved, requests are
  filled, and follow-up communication back to the customer/end user is
  completed.

• Maintains
  ownership throughout the process until ultimate resolution of the
  request or incident.

• Establishes
  and develops relationships with other IT team members through frequent
  communication and collaboration.

• Creates
  and documents all support calls from the end-user community into the
  service desk tool - BMC Remedyforce.

• Logs
  and tracks Incidents and Service Requests from creation through
  resolution stages.

• Contributes
  and coordinates updates to the Knowledge Article database within the
  Remedyforce platform that improves the IT Service Desk to resolve
  customer(s) issues more effectively (e.g., First Call Resolution)
  through Self-Service portal.

• Follows
  procedures to install, upgrade, configure, and maintain network devices,
  network printing, directory structures, rights, user environment,
  software, file services and related security issues.

• Assists
  with software, and data communication services such as personal
  computers, system software, applications, printers, servers, modems,
  switches, cabling, and Internet service.

• Tests
  and implements policies and procedures related to network hardware and
  software acquisitions, use, support, and security.

• May
  Assist in testing and implementation of a disaster recovery plan.

• Performs
  office administration and facilities support.

• Facilitates
  IT purchase order process from creation to completion.

• Performs
  other duties and projects as assigned.

• Other
  duties as assigned

qualifications:
Qualifications:

3

years' experience in a help desk environment, or customer service

involving technology support preferred.

ITIL

/ ITSM working practices related to Service Desk operations.

Enterprise

applications such as JD Edwards, Citrix, In house built (CRM) Customer

relationship management, Time Entry (TCP) time clock plus, Report

writing tools (ShowCase and Insight/Hubble), LexMark printers, Shortell

phone systems.

Current

developments and trends in areas of expertise.

Computer

programs, including Microsoft Office suite of applications, Adobe

Acrobat, Webex Meeting Center, and cloud-based applications.

Purchase

order processing.

High

school diploma or GED required.

Bachelor's

degree preferred.

Job Responsibilities

Answers

and responds to all inbound calls and tickets from end-users for our

client's IT Services and support.

Handles

end-user issues or requests with professional and customer first

attitude.

Utilizes

hands-on technical skills to diagnose and resolve all tickets at the IT

Service Desk (e.g., First Call Resolution) prior to escalating to

level-2 or above IT support staff.

Analyzes

and resolves all desktop application software and/or hardware incidents

and requests from end-users based upon the Service Level Agreements.

skills:
data communication,database,computers,IT Services,Internet service,modems,servers,network devices,network hardware,network printing,desktop application,system software,user environment,communication,install,diagnose,disaster recovery plan,switches,acquisitions,office administration,order process,printers,Call Resolution,security,Service Level Agreements,hands-on technical skills,IT support,inbound calls,testing,Service Desk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on us.fitly.work.




Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.




Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.




We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.