Service Desk Agent

Job overview

The Service Desk Agent role is hybrid in Charlotte, NC, with three onsite days and two remote days per week. Compensation is $19–$20 per hour. The role is part of the Service Desk team and supports client users across IT devices, platforms, resources, services, and systems. The role exists to resolve common technical incidents and service requests, maintain clear ticket records, and route complex issues to specialized teams. Timely communication and adherence to service processes help maintain effective support and service desk performance.

What you'll do

• Respond to phone calls, chats, tickets, and other support requests
• manage ServiceNow tickets through their lifecycle and meet established SLAs
• troubleshoot incidents using knowledge base articles and documented processes
• route complex issues
• monitor queues
• document troubleshooting and communications
• coordinate scheduling and follow-up
• collaborate with vendors and internal IT teams
• follow incident, request fulfillment, and knowledge management processes.

What we're looking for

Skills & competencies

service desk agent

it support

servicenow

incident management

request fulfillment

ticket management

customer service

charlotte nc

hybrid

monday–friday 8 am–5 pm

$19–$20/hr

nesco resource

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, vision, and dental coverage
• 401(k)
• Employee Assistance Program.

Why this role

Standard hours are Monday through Friday, 8:00 a.m.–5:00 p.m.; additional shifts may be required based on business needs; high school diploma or GED and two years of IT help desk or service desk experience required.

About the employer

Nesco Resource, LLC is hiring for this role. Industry: Human Resources Consulting Services. Sector: 54.