Service Desk Agent

Our client is seeking qualified Service Desk Agents to provide Tier I and Tier II technical support services in a fast-paced help desk environment. The Service Desk Agent will support agency personnel by troubleshooting technical issues, supporting proprietary systems and applications, and ensuring high levels of customer satisfaction through phone and email support.

• Provide Tier I and Tier II technical support via phone and email
• Analyze and resolve network hardware, software, and communication issues using diagnostic tools and troubleshooting procedures
• Create, update, and manage service desk tickets using ticketing software
• Escalate tickets appropriately to ensure timely resolution
• Troubleshoot and maintain business line applications, including remote installation and redeployment of software
• Install, configure, and maintain applications and tools including:
  • Cisco Any Connect
  • Cisco Web Ex
  • Microsoft Office Suite
  • Bit Locker
  • Other agency-approved software and systems
• Troubleshoot client computer hardware and software issues
• Recover lost or accidentally deleted data when possible
• Implement technical solutions based on customer and operational requirements
• Follow standard operating procedures (SOPs) and assist with documentation maintenance and updates
• Escalate process and policy concerns as needed
• Deliver exceptional customer service while supporting users in high-stress situations

• Must be a U.S. Citizen or have official legal status in the United States and have continuously resided in the United States for the last two years in accordance with 8 U.S.C. 1324b(a)(2)(C)
• Must be able to pass a federal background investigation and obtain a Public Trust clearance
• Associate degree or higher in Information Technology or related field; OR
  • High school diploma with relevant IT certifications, training, or equivalent experience
• Minimum of one (1) year of information technology experience
• Experience supporting network hardware, protocols, and standards
• Application support experience
• Knowledge of applicable data privacy practices and laws
• Proficiency with Microsoft Word, Excel, Outlook, and database management tools

• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication abilities
• Exceptional customer service and interpersonal skills
• Ability to remain calm and professional in high-pressure environments
• Highly organized with strong attention to detail and accuracy
• Ability to prioritize and manage multiple tasks and deadlines effectively
• Experience working in collaborative, team-oriented environments

• Flexible shift availability required
• Hours of operation:
  • Monday through Friday: 7:30 AM – 7:00 PM
  • Saturday: 7:30 AM – 4:00 PM
• Shifts are typically scheduled for eight (8) hours per day, five (5) days per week