IT Service Desk & Technical Support Professional | On-site | Alexandria, VA | Re

Full-time

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).

• 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 elevate 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.

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,…