Service Desk Agent II

4 weeks ago

Suwanee, United States The Philadelphia College of Osteopathic Medicine Full time
Service Desk Agent II

We are currently seeking to fill our Service Desk Agent II position at the Georgia campus with a highly qualified and passionate individual.

Job Title: Service Desk Agent II
Location: Suwannee, Georgia - Onsite
FLSA Status: Non-Exempt, Full-time

Position Summary:

The Service Desk Agent II is responsible for prioritizing, logging, and providing initial troubleshooting for all incoming support and service requests from students, faculty, and staff. Requests may come via phone, email, the self-service portal, or walk-ins. This role ensures that all interactions are handled in a pleasant and professional manner. The Service Desk Agent II also supports PCOM applications, websites, desktop and mobile operating systems, third-party software, and peripheral devices such as printers and scanners. Additionally, this position serves as a point of escalation and offers guidance to other agents for issue resolution.

Essential Duties and Responsibilities:

  • Assist users in resolving issues related to system operations.
  • Create, update, and close tickets in accordance with Service Level Agreements (SLAs).
  • Interact cordially and professionally with students, faculty, staff, peers, vendors, and others.
  • Respond to support and service requests through supported channels: phone, web tickets, email, and walk-ups.
  • Perform initial triage and troubleshooting of tickets across all knowledge domains.
  • Troubleshoot and resolve tickets using individual experience, knowledge bases, or peer collaboration.
  • Escalate or assign tickets to the appropriate resource with complete documentation of actions taken.
  • Record all outages within the ticketing system and send appropriate communications.
  • Provide basic "how-to" training to end-users.
  • Assist in developing self-help articles as part of the Knowledge Management Process.
  • Ensure compliance with all policies and procedures.
  • Demonstrate core values of Integrity, High Expectations, Accountability, and Safety.
  • Review knowledge base articles regularly to ensure accuracy and relevancy.
  • Follow up with end-users to enhance communication and customer satisfaction.
  • Perform other duties as assigned.

Minimum Qualifications:

  • An Associate's degree in an applied technology area such as Information Systems, Computer Science, or Communications.
  • A minimum of 2 years of experience in a Service Desk or equivalent role.


The referenced salary range is based on PCOM good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. PCOM offers a total rewards package that supports our employees' health, life, career and retirement

PCOM prohibits discrimination on the basis of age, race, sex, color, gender, gender identity and expression, national origin, ethnicity, ancestry, sexual orientation, religion, creed, disability, genetic information, marital status, pregnancy, military and military veteran status or any other legally protected class status in all its programs, activities, and employment practices.

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