Service Desk Agent

Job Summary

Join Cayuse Holdings as a Service Desk Agent, working remotely from Douglas, Juneau. Provide prompt, reliable customer support while meeting service level agreements and quality standards.

Key Responsibilities

• Deliver first‑line technical assistance and information to internal and external customers.
• Resolve tickets within defined service level agreements, documenting all actions accurately.
• Communicate clearly and professionally via phone, email, and chat.
• Escalate complex issues to higher‑level support teams while following established processes.
• Maintain up‑to‑date knowledge of company products, tools, and procedures.
• Contribute to continuous improvement by suggesting workflow enhancements.

Qualifications

• High school diploma or equivalent; associate degree or certifications (e.g., ITIL, CompTIA A+) preferred.
• Strong written and verbal communication skills.
• Ability to troubleshoot hardware, software, and network issues.
• Customer‑focused mindset with a proven track record of meeting SLA targets.
• Experience using ticketing systems (e.g., ServiceNow, Jira) is a plus.

Employment Details

Full‑time, hourly non‑exempt position. Salary: $47,238.31 per year (equivalent to $19.50‑$20.50 hourly). No travel or relocation required.

Frequently Asked Questions

Is this position fully remote?

Yes, the Service Desk Agent role is remote, allowing you to work from Douglas, Juneau or any suitable home office.

What is the hourly pay range?

The hourly rate is between $19.50 and $20.50, which totals $47,238.31 annually.

Do I need prior IT certifications?

Certifications such as ITIL or CompTIA A+ are preferred but not required; relevant experience and a customer‑service focus are essential.