Service Desk Agent

The Service Desk Agent role at Cayuse Holdings supports customers remotely from Washington, D.C., providing timely, accurate assistance within defined service level agreements.

Key Responsibilities

• Deliver first‑line technical support and customer service via phone, email, and chat.
• Diagnose and resolve incidents in accordance with company quality standards and SLA targets.
• Document tickets accurately in the service management system and follow escalation procedures when needed.
• Communicate status updates and resolutions clearly to end users.
• Identify recurring issues and suggest process improvements.

Qualifications

• High school diploma or equivalent; associate degree or relevant certifications (ITIL, CompTIA A+) preferred.
• Strong verbal and written communication skills.
• Ability to troubleshoot hardware, software, and network problems.
• Customer‑focused attitude with a commitment to meeting SLA metrics.
• Basic knowledge of Windows, macOS, and common business applications.

Employment Details

Full‑time, hourly non‑exempt position. Remote work from Washington, D.C. No travel or relocation required. Salary: $41,819.54 per year (equivalent to $19.50‑$20.50 hourly).

Frequently Asked Questions

What type of work schedule does the Service Desk Agent role offer?

It is a full‑time, hourly non‑exempt position with standard business hours, and it is performed remotely.

Do I need prior certifications for this job?

While not required, certifications such as ITIL or CompTIA A+ are preferred and can strengthen your application.

What is the salary for this position?

The role offers a salary of $41,819.54 per year, which corresponds to $19.50‑$20.50 per hour.