IT Service Desk & Technical Support Professional | On-site | Ale with Security Clearance

Ares Enterprise is seeking qualified IT Service Desk, Help Desk, Customer Support, Desktop Support, Technical Support, and IT Operations professionals for a potential Federal Government opportunity supporting the U.S. Patent and Trademark Office (USPTO). This is a broad recruiting opportunity covering multiple skill levels and functional areas, from entry-level customer and Tier 1 support through Tier 2 technical support, executive support, knowledge management, team leadership, and program management.

Selected candidates will support a large-scale enterprise environment providing technical and customer support to Government employees, contractors, remote users, executives, and external customers. Depending on experience and assigned role, responsibilities may include:
* Provide Tier 1 and Tier 2 IT support through phone, email, chat, voicemail, service portals, and in-person support.

* Receive, document, categorize, troubleshoot, resolve, and escalate incidents and service requests.

* Troubleshoot desktops, laptops, mobile devices, operating systems, applications, peripherals, network connectivity, authentication, and remote-access issues.

* Provide advanced troubleshooting and problem resolution for incidents escalated from the Tier 1 Service Desk.

* Support Microsoft Windows, Microsoft 365, Microsoft Teams, Active Directory, enterprise applications, and end-user computing environments.

* Create and maintain incidents, service requests, problems, tasks, and work orders within enterprise IT Service Management platforms.

* Utilize Service Now and Salesforce platforms to manage customer interactions, incidents, service requests, and support activities.

* Support password resets, Multi-Factor Authentication (MFA), PIV authentication, user accounts, email accounts, and other identity and access management functions.

* Create, modify, disable, and de-provision user and system accounts.

* Provide executive/VIP technical support, including troubleshooting hardware and software and supporting meetings, presentations, video conferencing, and travel technology.

* Monitor assigned ticket queues and ensure requests are resolved or escalated within established Service Level Agreements (SLAs).

* Conduct advanced troubleshooting, root-cause analysis, incident trending, and problem analysis.

* Maintain accurate and detailed documentation of customer interactions and troubleshooting activities.

* Develop, maintain, review, and update Knowledge Articles, Standard Operating Procedures (SOPs), user guides, technical documentation, and training materials.

* Support knowledge management, incident management, problem management, request fulfillment, change management, service level management, and configuration management processes.

* Participate in quality assurance activities including ticket reviews, call monitoring, customer satisfaction analysis, and process audits.

* Identify recurring issues and recommend technical, procedural, automation, or knowledge-management improvements.

* Support implementation and use of emerging technologies including AI-enabled service desk capabilities, Virtual Agents, automated case summarization, knowledge search, and workflow automation.

* Participate in training, cross-training, knowledge transfer, continuous service improvement, and process improvement activities.

* Support surge requirements, major incidents, system deployments, migrations, and other special projects as required.

* Maintain compliance with Government security, privacy, cybersecurity, operational, and documentation requirements. Requirements Candidates should meet the requirements applicable to the position for which they are selected:
* Minimum 1 year of relevant experience in IT support, help desk/service desk operations, desktop support, customer service, contact center operations, technical support, knowledge management, or a related discipline.

* Strong customer-service orientation with the ability to provide professional and courteous support in a high-volume environment.

* Strong verbal and written communication skills.

* Ability to communicate technical information clearly to both technical and non-technical users.

* Experience documenting customer interactions, troubleshooting activities, resolutions, and escalations.

* Basic understanding of incident management, service requests, troubleshooting, and escalation procedures.

* Ability to follow established SOPs, Knowledge Articles, scripts, security requirements, and operational procedures.

* Ability to meet established response, resolution, quality, and customer-satisfaction SLAs.

* Proficiency using computers, email, collaboration platforms, ticketing systems, and standard office productivity applications.

* Ability to work independently while functioning effectively within a structured team environment.

* Ability to learn new systems, applications, technologies, and Government procedures.

* Ability to successfully complete required Government background investigation, suitability,…