Service Desk Agent

Join Cayuse Holdings as a Service Desk Agent, providing top‑tier technical support to customers remotely while being based in Bismarck, Burleigh County, US. This full‑time, hourly non‑exempt role offers a competitive pay rate of $19.50‑$20.50 per hour.

Key Responsibilities

• Deliver prompt, accurate assistance to end‑users via phone, email, and chat, adhering to established Service Level Agreements.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues in line with company quality standards.
• Document all interactions and resolutions in the ticketing system, ensuring clear communication and knowledge sharing.
• Escalate complex incidents to higher‑level support teams while maintaining ownership until resolution.
• Assist in the creation and maintenance of user guides, FAQs, and knowledge‑base articles.
• Participate in regular training sessions to stay current with Cayuse Commercial Services’ products and industry best practices.

Qualifications & Skills

• High school diploma or equivalent; Associate’s degree or certifications (CompTIA A+, ITIL) preferred.
• 1‑2 years of experience in a help‑desk or technical support environment.
• Strong knowledge of Windows and macOS operating systems, Microsoft Office suite, and common networking concepts.
• Excellent verbal and written communication skills with a customer‑focused attitude.
• Ability to work independently in a remote setting while collaborating effectively with team members.
• Basic understanding of ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.

Benefits & Work Environment

• Fully remote position with flexible scheduling.
• Competitive hourly wage of $19.50‑$20.50.
• Opportunities for professional development and certification support.
• Comprehensive health, dental, and vision plans.
• Paid time off and holiday pay.

Frequently Asked Questions

Is this Service Desk Agent position remote?

Yes, the role is fully remote, allowing you to work from anywhere while being employed by Cayuse Holdings in Bismarck.

What hourly rate can I expect?

The position offers an hourly wage between $19.50 and $20.50, based on experience and qualifications.

Do I need prior help‑desk experience?

At least 1‑2 years of help‑desk or technical support experience is preferred, along with strong communication skills.