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 - Ivanti

• 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

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 HRsupport@randstadusa.com.

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.