Sr. Service Desk Agent

CGS Federal (Contact Government Services); Summer Village of Yellowstone; Remote; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Remote Service Desk Technician to join their dynamic Information Technology team. This role is pivotal in providing exceptional support to customers by troubleshooting and resolving issues effectively. The ideal candidate will possess a strong IT background and experience in handling service desk operations. The company fosters a collaborative environment, encouraging professional growth through various learning opportunities. If you are passionate about contributing to government innovation and enjoy working in a supportive team, this position offers a unique chance to make a meaningful impact while enjoying a comprehensive benefits package.

Benefits

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Observance of State/Federal Holidays

Qualifications

• 3+ years of experience in Service Desk roles with IT background.
• Ability to adapt to changing work requirements and priorities.

Responsibilities

• Handle Tier 1 service desk escalations and support mobility devices.
• Monitor customer problems and ensure timely resolution.

Skills

Service Desk Support

Windows 10

MS Office 365

Active Directory

IT Ticketing Systems

Analytical Skills

Communication Skills

Telework Skills

Education

High School Diploma or equivalent

Tools

Remedy

ServiceNow

JIRA

Job description

Employment Type: Full-Time, Mid Level

Department: Information Technology

CGS is seeking a Remote Service Desk Technician who will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems.

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

Skills and attributes for success:

• Handle Tier 1 service desk escalations through tickets, chat, email, or phone
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of the onboarding process
• Support mobility devices
• Provide a single, identified point of contact for all Service Desk and change request services
• Update and maintain Service Desk records in accordance with established support procedures
• Perform account password administration and process new user account requests
• Develop, maintain, and execute standard Service Desk operating procedures
• Follow security requirements as requested by the Government Security Officer
• Monitor customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
• Process standard change requests (ITSM tickets) for Installations, Moves, Adds, and Changes (IMACs)
• Remain on queue and available to assist end users during the specified shifts, excluding approved breaks, lunches, or off-queue time approved by your Manager, Supervisor, and/or Team Lead
• Manage the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again

Qualifications:

• Must already have or be able to obtain and maintain a Public Trust Security Clearance with the Department of Justice
• High School Diploma or equivalent with 3+ years of applicable work experience
• US Citizenship
• Previous Service Desk Experience
• Ability to run reports
• Experience supporting Windows 10 and MS Office 365
• Must be able to pay close attention to details
• Must have the ability to adapt to changing work requirements, multiple tasks, and priorities, and be able to exercise discretion
• Experience with Active Directory and identity management systems, adding and modifying users, fulfilling user account requests, and troubleshooting
• Experience with two-factor authentication, password resets, PIV setup, and device management
• Experience with VoIP and mobile phone activation and hardware and software requests
• Skilled in telework and virtual meeting environments
• Experience with HID and physical point-of-entry authentication systems
• Experience using IT ticketing systems (Remedy, ServiceNow, JIRA, etc)
• Strong analytical and follow-through skills
• Strong verbal and written communication skills
• Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
• Ability to work well independently on defined tasks
• Ability to work well as part of a team
• Ability to work any shift, morning, evening, or overnight on a 24x7x365 schedule. Rotational work on holidays is required. Flexible Schedule, the startup schedule may require different hours.

Our commitment:

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past seven years, we’ve been growing our government contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

We care about our employees. Therefore, we offer a comprehensive benefits package.

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of meaningful government innovation!