Technical Service Desk Agent

Unisys

. Provide first-level telephone and other media contact support .

Posted 9/15/2026full-timeRemote • Pennsylvania • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing first-level support for software, hardware, and network issues while ensuring high levels of customer satisfaction. Proficient in incident management, documentation, and maintaining data accuracy within service desk operations.

Highest-signal resume keywords

IT Service Desk ExperienceLevel 3 Support for MS OfficeMS Exchange SupportMS Windows Network SupportData and Voice Network Concepts

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

First-Level SupportIncident ManagementProblem Management WorkflowData Accuracy MaintenanceProcess Efficiency Identification

Soft Skills

Customer ServiceTime ManagementCommunicationAdaptability

Tools & Technologies

Contact Management SystemKnowledgebase

Certifications & Qualifications

Relevant IT QualificationsTertiary Level Education

Industry Keywords

Unisys Policies and ProceduresExport-Controlled CommoditiesService Desk Operations

About the role

Key responsibilities & impact

Provide first-level telephone and other media contact support
Strive for a high level of first-contact resolution
Respond to and resolve software, hardware, and network operation difficulties
Provide fast, efficient, and friendly customer service
Document calls and incidents accurately
Manage time and workload to meet predetermined service levels
Maintain data accuracy in the contact management system
Assign incidents and requests to the correct support group
Act as a single point of contact for logged incidents and problems
Perform diagnostics to initiate the problem management workflow
Provide clients with incident/request reference numbers
Understand media sources interfacing with the Service Desk
Support multiple clients through professional customer service
Become multi-skilled as workload changes
Champion, implement, or support change
Identify process efficiencies and implement corrective actions
Discover and document processes and procedures for the team or Knowledgebase
Comprehend and uphold Unisys policies and procedures

Requirements

What you’ll need

High School diploma
2-4 years of related experience
6 months IT Service Desk experience, or related experience
6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS Windows networks
Working knowledge of data and voice network concepts
Education, training and/or relevant experience equivalent to completion of a relevant certificate course and/or relevant experience in Information Technology service delivery
Relevant IT qualifications to a tertiary level
Applicant should be eligible for any required U.S. Government authorizations for access to export-controlled commodities and technology

Benefits

Comp & perks

Unlimited paid time off
401(k) match
Comprehensive healthcare
HSA matching
Ongoing learning opportunities
Work-life balance support
Video interviews as part of the hiring process