Sr Service Desk Agent
WFA Digital Insight
Unisys is looking for a technically savvy Sr Service Desk Agent who can operate entirely from a home office. The position sits between frontline L1 staff and higher‑tier resolver teams, meaning the successful candidate must balance hands‑on troubleshooting with mentorship duties. What makes this role stand out is the blend of hardware, software, and network administration tasks alongside responsibility for escalating complex issues to vendors. Candidates should be comfortable navigating both standard COTS applications and custom client environments, and be ready to apply analytical problem‑solving skills daily. The role also offers a clear path to deepen expertise while supporting a distributed team that values continuous learning and work‑life balance.
Job Description
What success looks like in this role: • Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests. • Requests handled include support of hardware, software, client and COTS applications as well as network and user administration. • Escalates complex problems to other resolver teams or vendors. • Utilizes problem solving and analytical skills to effectively resolve challenging incidents. • Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries. You will be successful in this role if you have: High School Diploma or GED required May require technical certification or Associate Degree Generally, 1-2years’ experience in area of responsibility Benefits Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success. Video Interview At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually! #LI-MT1 This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government. Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here .
How to Stand Out
- Ensure your resume highlights specific hardware, software, and network issues you’ve resolved, using clear metrics where possible.
- Prepare to discuss a time you mentored junior staff; interviewers look for clear coaching examples.
- Familiarize yourself with Unisys’s remote ticketing tools and be ready to demonstrate troubleshooting steps in a simulated environment.
- Include any relevant certifications (CompTIA A+, ITIL) in your application, even if you’re still pursuing them.
- When interviewing, ask about the escalation process and how knowledge sharing is handled across teams.
- Emphasize your ability to work independently while staying aligned with remote team communication standards.
- Review export‑control requirements ahead of time; being aware of compliance basics shows preparedness.
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