Sign up to access all features of our service.
  • Job search
  • Favorites
  • Create a CV
    New
  • Salaries
  • Subscriptions

Service Desk Agent II

$52.9k - $68.69k

ASM Research, An Accenture Federal Services Company

Position Overview

The Customer Service Representative provides first-level technical support for users of enterprise IT services in a highly regulated government environment, serving as the primary point of contact for incidents and service requests. The role gathers detailed information, troubleshoots hardware, software, account, and connectivity issues, and either resolves them or routes tickets to higher-tier teams while maintaining clear communication on status and expectations. It also leverages IT service management tools to log, track, and update tickets, and contributes to knowledge articles, user guidance, and basic training to improve self-service and reduce recurring issues across mission-critical systems.

Key Responsibilities

  • Provide frontline troubleshooting for common end-user issues such as workstation, peripheral, operating system, collaboration, and basic network access problems using standard diagnostic procedures and scripts.

  • Log, categorize, and prioritize incidents and service requests in IT service management tools, ensuring accurate detail, impact, and urgency are captured for efficient resolution.

  • Follow established workflows and escalation paths to route complex or high-impact issues to specialized support teams while maintaining ownership of user communication and expectations.

  • Guide users through step-by-step resolutions and how-to assistance for approved software, authentication methods, remote access solutions, and standard enterprise tools in a federal IT environment.

  • Document troubleshooting steps, resolutions, and workarounds to enrich the knowledge base and support consistent handling of recurring issues.

  • Apply data security and compliance best practices during support activities, including identity verification, proper handling of sensitive information, and adherence to access control procedures.

  • Use reports and ticket trends to identify recurring problems and recommend improvements to documentation, training, or standard configurations that reduce incident volume and improve user satisfaction.

Required Qualifications

  • Associate's degree in IT, Computer Science, or a related field, or equivalent relevant work experience.

  • 4-7 years of experience in IT support, service desk, or help desk roles providing direct end-user technical assistance.

  • Knowledge of IT support principles and experience with IT service management tools such as ServiceNow, JIRA, or similar platforms.

  • Strong problem-solving, analytical, communication, and interpersonal skills with the ability to manage multiple tasks effectively in a high-volume service desk environment.

  • Demonstrated attention to detail and organizational skills, including experience with root cause analysis, user training, and documentation of support procedures.

  • Ability to obtain and maintain a SECRET security clearance and U.S. citizenship as required.

Preferred Qualifications

  • Bachelor's degree in an IT-related field.

  • Experience supporting users in secure or classified environments, including familiarity with policies governing controlled systems and restricted data.

  • Hands-on experience with ITSM tools for queue management, SLA tracking, and knowledge article linkage within a formal service desk or call center.

  • Relevant certifications such as CompTIA A+ or ITIL Foundation.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$52,900 - $68,690

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Vacancy posted 5 days ago
Similar jobs that could be interesting for youBased on the Service Desk Agent II in Madison, WI vacancy
  • $24 - $28 per hour

     ...through the internal application process. Position Title: IT Help Desk Specialist II Job Category: University Staff Employment Type: Regular Job...  ...AND WORKSTATION MANAGEMENT Provide high-quality customer service for a wide range of computing technologies, including... 
    Suggested
    Hourly pay
    Permanent employment
    Full time
    Work at office
    Immediate start
    Remote work

    Universities of Wisconsin

    Madison, WI
    2 days ago
  •  ...warehouse execution technologies power some of the world’s most advanced fulfillment operations. We’re looking for a Field Service Technician II who thrives in fast‑paced environments, enjoys solving complex mechanical challenges, and takes pride in delivering... 
    Suggested
    Temporary work
    For contractors
    For subcontractor
    Flexible hours

    Honeywell

    Madison, WI
    4 days ago
  •  ...As a Field Sercice Technician II here at Honeywell, you will have the opportunity to provide advanced technical support and expertise...  ...excellence will play a crucial role in the success of our field service operations and the growth of our business. In this role, you... 
    Suggested
    Temporary work
    For subcontractor
    Flexible hours

    Honeywell

    Madison, WI
    5 days ago
  • $44.9k - $72.3k

     ...Logistics Support Specialist II - req1683 OVERVIEW Responsible for supporting other team members in the Parts department with inventory control and logistics of service parts inventories, tools and equipment. Acts as a trainer for the Oracle system for both new hires... 
    Suggested
    Remote work

    Canon USA & Affiliates

    Madison, WI
    2 days ago
  •  ...Beacon Technologies is seeking a Technician II for our client partner. This role delivers comprehensive enterprise data center infrastructure and service support including the development, coordination, and management of physical systems, security systems, networking,... 
    Suggested
    Work at office
    Relocation

    Beacon Technologies

    Madison, WI
    2 days ago
  • $20 - $27 per hour

     ...for accurate pay range information. Job Duties As a Service Center Automotive Technician, you'll perform a wide range of services...  ...Only* ASE A4 and A6 Certifications required for Tech Level II and ASE A3, A4, A5 and A6 Certifications required for Tech Level... 
    Hourly pay
    Full time
    Temporary work
    Weekend work
    Afternoon shift

    Blain's Farm & Fleet

    Madison, WI
    more than 2 months ago
  •  ...successful execution of a datacenter migration project (changing service providers), and setting up best practices for system...  ...using tools like BitTitan MigrationWiz, ShareGate, AWS Datasync Agents, and Robocopy. Plan, design, and request server infrastructure... 
    Relocation

    Samprasoft

    Madison, WI
    4 days ago
  • $19.5 - $21 per hour

     ...Overview JOB TITLE: Service Desk Agent LOCATION: Remote PAY RATE: $19.50-$21.00 per hour EMPLOYEE TYPE: Full-Time Hourly Non-Exempt The Work The Service Desk Agent delivers high-quality, customer-focused technical support to end users, ensuring timely... 
    Hourly pay
    Full time
    Work experience placement
    Work at office
    Local area
    Remote work
    Flexible hours

    Cayuse Holdings

    Madison, WI
    5 days ago
  • $27.07 - $37.59 per hour

     ...UniFirst is seeking a reliable and hardworking Maintenance Tech II to join our UniFirst community! As a Team Partner in the Maintenance...  ...is an international leader in the $18 billion-dollar garment services industry. We currently employ over 13,000 team partners who... 
    Hourly pay
    Work experience placement
    Work at office
    Immediate start
    Monday to Friday
    Night shift
    Weekend work

    UniFirst

    Madison, WI
    2 days ago
  •  ...(Partial) and Unit Charge RN, the Behavioral Health Specialist II (BHS II) is responsible for providing care and safety to children...  ...QUALIFICATIONS: BASIC KNOWLEDGE: 96337118Baccalaureate Degree in a Human Service field preferred.Other education and experience considered and... 
    Part time
    Immediate start
    Shift work
    Weekend work

    Brown Medicine

    Madison, WI
    4 days ago
  • $80k - $95k

    Arrowhead Pharmaceuticals, Inc. (Nasdaq ARWR) is a commercial stage biopharmaceutical company that develops medicines that treat intractable diseases by silencing the genes that cause them. Using a broad portfolio of RNA chemistries and efficient modes of delivery, Arrowhead...

    Arrowhead Pharmaceuticals, Inc.

    Madison, WI
    2 days ago
  • $85k - $100k

    Responsibilities Own daily administration of Microsoft Purview across core functional areas. Administer and maintain Purview sensitivity labels, label policies, and auto-labeling; develop/refine classification taxonomies for pharmaceutical data; tune auto‑classification...

    Scorpion Therapeutics

    Madison, WI
    3 days ago
  •  ...State of Wisconsin is looking for a Business Analyst/Consultant -II The Information Technology Department at the Wisconsin...  ...the Library Archives Museum Collections Division, and its Digital Services program area, as well as a number of other departments and... 
    Work at office
    Remote work
    Relocation
    2 days per week
    3 days per week

    Concord IT Systems

    Madison, WI
    17 hours ago
  •  ...salary Opportunity for advancement Training & development Data Center Infrastructure Technician II: Delivers comprehensive enterprise data center infrastructure and service support including the development, coordination, and management of physical systems, security... 
    Full time
    Work from home
    Flexible hours

    Technoviz LLC

    Madison, WI
    3 days ago
  • $104.73k - $126.87k

     ...Analyst III (Inst) title. To see the responsibilities that will be assigned to any candidate hired into the Business Systems Analyst II title, please see the standard job description here: Key Job Responsibilities: ~ Performs testing, supports end users and follows... 
    Permanent employment
    Immediate start
    Monday to Friday
    Weekend work

    University of Wisconsin

    Madison, WI
    11 days ago
  • $60k - $70k

     ...professionally.**The Opportunity**Under the direction of the Manager, Service Desk, the System Support Analyst provides advanced technical...  ...and service requests that cannot be resolved by Service Desk agents, including advanced troubleshooting, root cause analysis, escalation... 
    Work at office
    Remote work
    Flexible hours

    Standard Process

    Madison, WI
    1 day ago
  • $65k - $85k

    Nelnet is a diversified and innovative company committed to enriching lives through the power of service as a student loan servicer, professional services company, consumer loan originator and servicer, payments processor, renewable energy solutions, and K-12 and higher... 
    Temporary work
    Work at office
    Local area
    Remote work
    Work from home

    Nelnet

    Madison, WI
    4 days ago
  • $40k

     ...Maximus is a trusted federal partner supporting mission‑critical programs across national security, defense, and public service delivery. Our work focuses on sustaining, operating, and improving essential government systems and services, with proven operational excellence... 
    Contract work
    Remote work

    MAXIMUS

    Madison, WI
    2 days ago
  • Dodge Construction Network (Dodge) is looking for a Sourcing Data & System Analyst. This position is a hands-on individual contributor role responsible for evaluating, building, and improving the data pipelines, workflows, and tooling that support our digital sourcing....
    Full time
    Local area
    Remote work
    Home office
    Work visa

    Dodge Construction Network

    Madison, WI
    1 day ago
  • $91k - $155k

    Position Overview The Sr. Laboratory Business Systems Analyst serves as a strategic liaison among business stakeholders, IT Application Analysts, and Operations Analytics—translating complex business needs into robust LaboratoryBusinessSystem solutions that improve operational...
    Full time
    Part time
    Work at office
    Local area
    Work visa
    Night shift

    SwiftCruit

    Madison, WI
    4 days ago
  • $30 - $35 per hour

    Overview We are seeking a skilled Technical Support Specialist to join our enterprise support team. The ideal candidate will bring strong technical expertise, excellent communication skills, and a proven ability to resolve complex issues in a fast-paced environment. This...
    Contract work

    Phaxis

    Madison, WI
    5 days ago
  •  ...timeline and deliverables for requested client scope of work. Assists service personnel in installation of hardware and peripheral components...  ...actions to correct problems. Coordinates activities with help desks, network services or other information systems groups. Provides... 

    Advanced Project Solutions

    Madison, WI
    5 days ago
  • $68.4k

     ...clinical staff, compliance agencies, group accounts, providers, agent plans, and brokers. Develop and maintain moderate- to...  ...Occasionally Works primarily out-of-the office selling products/services (sales employees) Never Physical work site required Yes... 
    For contractors
    Work at office
    Local area

    Highmark Health

    Madison, WI
    5 days ago
  • $31.11 - $36.92 per hour

     ...learn something new every day. Want to learn more about the position and what it is like to work for the Division of Technology Services in the Department of Revenue? Join our Position Discussion Virtual Event We have a lot to cover so the events will start... 
    Hourly pay
    Permanent employment
    Remote work
    Trial period
    Visa sponsorship
    Work visa
    Monday to Friday
    2 days per week
    3 days per week

    State of Wisconsin Division of Personnel Management

    Madison, WI
    3 days ago
  • $18 - $20 per hour

     ...Specialist Required Skills (Need Majority; 2+ Years) Excellent customer service skills; ability to work with diverse customers calmly and...  ...unresolved incidents. Understanding and practical use of Help Desk incident management and asset management systems. General analytical... 
    Contract work
    Local area

    ATC, Inc.

    Madison, WI
    5 days ago
  • $40k - $45k

     ...dental care, with a mission to offer compassionate, high-quality services to those who need it most. As a company that operates 100%...  ...Foundation Certification (Preferred) Experience: 1-2 years of help desk or technical support experience Jira Service Management and... 
    Live in
    Local area
    Remote work

    GrabJobs

    Madison, WI
    3 days ago
  •  ...IT Support Engineer (Tier 1–2) Cedonix | Managed Security & IT Services Location: Minneapolis, MN – Onsite (Office-Based — Required) Schedule...  ...Maintain hardware/software inventory for assigned office Help Desk & Ticketing Manage full lifecycle of tickets (intake →... 
    Work at office
    Monday to Friday

    Cedonix

    Madison, WI
    1 day ago
  • Job description: This position is responsible for working with our existing business analyst on formalizing testing protocols for the PROTECT case management system. It will be responsible for recommending and implementing an automated testing tool in addition to ...
    For contractors

    Ageatia Global Solutions

    Madison, WI
    17 hours ago
  • $26 - $32 per hour

     ...disabilities (addressing abuse/neglect, discrimination, and access to services) Disability Benefits Specialist program (helping people access...  ...Qualifications: Certifications: Microsoft 365 Copilot and Agent Administration Fundamentals. Experience with Microsoft... 
    Hourly pay
    Permanent employment
    Full time
    Temporary work
    Work at office
    Remote work

    Disability Rights Wi

    Monona, WI
    4 days ago
  •  ...documentation, version control, and reporting artifacts. Promote process improvements, reporting automation, and scalable self-service reporting capabilities. Collaborate with onshore and offshore teams to remove roadblocks and ensure timely project execution.... 
    Long term contract
    Contract work
    Work at office
    Immediate start
    Remote work

    Saige Partners

    Madison, WI
    4 days ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Service Desk Agent II. Be the first to apply!