Service Desk Agent

Overview

Are you a night owl with a passion for technology and problem-solving? Join VectorUSA as a Service Desk Agent and start your IT career on the third shift supporting enterprise environments. This entry-level, in-office position offers a unique opportunity to gain hands-on experience in IT support, incident monitoring, and customer service during off-peak hours, perfect for individuals looking to break into the tech industry or seeking a consistent overnight schedule.

As a Service Desk Agent, you'll be responsible for monitoring critical systems, managing incidents, and ensuring timely communication with customers, engineers, and vendors. You will work a fixed third shift schedule from 10:00 PM to 4:00 AM, including weekends, in a collaborative environment that values accuracy, communication, and continual improvement.

The Skills You Will Gain

• Direct exposure to enterprise IT operations and monitoring tools.
• Proficiency in managing incidents and service tickets.
• Experience collaborating with engineers, vendors, and customers under real-world conditions.
• Training and mentorship from senior technical staff.
• Career development opportunities, including company-sponsored training and certifications.
• Strong foundational understanding of IT service management.
  
  

What Your Typical Day Will Be

• Monitor multiple event management systems for alerts and anomalies in customer IT environments.
• Review and respond to customer emails and system-generated notifications.
• Accurately document events, incidents, and resolutions using a service ticketing system.
• Follow defined workflows and escalation procedures to resolve or forward incidents.
• Make and receive calls related to service requests, outages, or status updates.
• Notify customers and internal stakeholders through formal communications.
• Identify process gaps and contribute to improvements in service documentation and workflows.
• Collaborate with engineers and team leads to support critical infrastructure events.
• Adhere to scheduled third shift hours (10:00 PM to 4:00 AM) and weekend coverage.
• Perform other operational or administrative tasks as assigned.
  
  

What You Bring To The Table

• Excellent written and verbal communication skills, especially in documenting and reporting.
• High attention to detail and ability to follow technical procedures accurately.
• Customer-first mindset with a calm and professional demeanor during incidents.
• Willingness to work overnight shifts and weekends as part of a consistent schedule.
• Interest in pursuing a long-term IT career and learning new technologies.
• Ability to recognize and communicate process improvements.
  
  

Qualifications

• High school diploma or equivalent preferred.
• Prior experience in a help desk or technical support role is beneficial but not required.
• Strong interest in IT systems, infrastructure, or support services.
• Availability to work third shift (10:00 PM – 4:00 AM) and weekends as part of a fixed schedule.
• In-office attendance required at our Charlotte, NC or Torrance, CA location.
• Must be legally authorized to work in the United States.
  
  

Work Environment and Location

• In-office role
• Third shift schedule: 10:00 PM – 4:00 AM, with weekend coverage required.
  
  

Compensation And Benefits

• Compensation Range Starting at: $17.00/hr. - compensation based on experience and location.
• Full benefits package, including:
• Medical, dental, and vision coverage
• Paid holidays and vacation
• 401(k) with company match
• Access to mentorship, career development, and training certifications funded by VectorUSA.
  

VectorUSA is a proud Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.