Front-Line IT Support Specialist (Tier I)

Ares Enterprise; Greenville (SC); On-site; USD 23,000 - 29,000; Full time

Job summary

Ares Enterprise is seeking a customer-focused UCC Customer Service Representative (Tier I) to provide front-line technical support to USPTO employees and contractors. The role serves as the primary front-line contact for inquiries across phone, email, postal mail, voicemail, and virtual agent interactions.

The position emphasizes resolving incidents at first contact, documenting actions in the CIP-CC CRM, and escalating when needed.

Qualifications

• Must be legally authorized to work in the United States and meet federal requirements.
• At least one year of IT, technical support, customer support, help desk, or Service Desk experience.
• Working knowledge of Windows and Microsoft 365 applications.
• Familiarity with hardware, network connectivity, and basic IT troubleshooting methods.
• Ability to document incidents and resolutions clearly and accurately.

Responsibilities

• Front-Line Customer Support — Tier I contact for general public inquiries about USPTO programs and services.
• Handle inquiries via telephone, email, postal mail, voicemail, fax, and virtual agent channels.
• Provide accurate responses using the UCC knowledge base and CRM resources.
• Assist customers with MyUSPTO/USPTO.gov account issues (password resets, MFA, login).
• Navigate USPTO online systems and resolve basic website issues.
• Log interactions and resolutions in the CIP-CC CRM system.

Skills

Customer service

Active listening

Troubleshooting

Documentation

Communication

Microsoft 365

Windows OS

Account provisioning

Remote access

Teamwork

Education

Associate degree in IT

High school diploma + certs

Tools

ServiceNow

CRM systems

Knowledge base

Job description

Ares Enterprise is seeking a customer-focused UCC Customer Service Representative (Tier I) to provide front-line technical support to USPTO employees and contractors. The role serves as the primary front-line contact for inquiries across phone, email, postal mail, voicemail, and virtual agent interactions.

The position emphasizes resolving incidents at first contact, documenting actions in the CIP-CC CRM, and escalating when needed.