Customer-Centric IT Service Desk Agent (Tier I)

Ares Enterprise; West Virginia; On-site; USD 42,000 - 54,000; Full time

Job summary

Ares Enterprise is hiring a Service Desk Agent (Tier I) to provide front-line IT support for USPTO employees and contractors. You will handle hardware, software, account, and connectivity issues, and resolve many incidents at first contact.

You'll document steps, engage ServiceNow processes, and escalate complex problems to higher tiers while maintaining clear communication and a professional, customer-focused service experience.

Qualifications

• Must be legally authorized to work in the United States and pass background checks.
• Associate degree or higher in IT or related discipline; alternatively, relevant certs or experience.
• At least one year of IT/help desk experience and strong Windows/Microsoft 365 knowledge.
• Proven ability to document incidents and resolutions clearly.
• Excellent communication, customer service, and teamwork abilities.

Responsibilities

• Serve as Tier I single point of contact for USPTO inquiries via multiple channels.
• Troubleshoot and resolve hardware, software, account, and connectivity issues.
• Document, categorize, and close incidents in ServiceNow with proper detail.
• Escalate complex issues to appropriate resolver teams when needed.
• Maintain knowledge articles and support documentation; support extended hours as required.

Skills

Customer service

Technical troubleshooting

Windows OS

Microsoft 365

Communication

Documentation

Teamwork

Time management

Active listening

Problem solving

Education

Associate degree in IT

Relevant certifications in lieu of degree

Tools

ServiceNow

Active Directory

Microsoft Teams

Remote access tools

Job description

Ares Enterprise is hiring a Service Desk Agent (Tier I) to provide front-line IT support for USPTO employees and contractors. You will handle hardware, software, account, and connectivity issues, and resolve many incidents at first contact.

You'll document steps, engage ServiceNow processes, and escalate complex problems to higher tiers while maintaining clear communication and a professional, customer-focused service experience.