Frontline IT Service Desk Agent - Flexible Hours

Celestial Innovative Solutions LLC; Morgantown (WV); On-site; USD 42,000 - 60,000; Full time

Job summary

The Celestial Innovative Solutions LLC is seeking a Service Desk Agent to serve as the Tier 1 contact for USPTO employees and contractors needing technical support. You will handle incidents via phone, email, chat, and portals, resolving requests and escalating as required.

Responsibilities include troubleshooting hardware/software, managing tickets in ServiceNow SMP, and supporting Teams, desktop apps, and telwork users while maintaining thorough documentation.

Qualifications

• Minimum 1 year of IT support experience.
• Ability to troubleshoot hardware, software, network, and app issues.
• Familiarity with ServiceNow and knowledge management processes.
• Excellent communication and customer service skills.

Responsibilities

• Serve as the Tier 1 single point of contact for IT support requests.
• Troubleshoot hardware, software, accounts, connectivity, and apps.
• Create, update, document, and resolve tickets in ServiceNow SMP.
• Support Teams, desktops, laptops, peripherals, and telwork users.
• Strive for first-call resolution and escalate when needed.
• Maintain logs and documentation, use knowledge articles.

Skills

Customer service

Communication

Teamwork

Technical support

Windows OS

Education

Associate degree or higher in IT

High school diploma with IT cert/training

HDI Support Center Analyst certification

ITIL Foundation certification

Tools

ServiceNow SMP

Active Directory

Now Assist

MFA support

Job description

The Celestial Innovative Solutions LLC is seeking a Service Desk Agent to serve as the Tier 1 contact for USPTO employees and contractors needing technical support. You will handle incidents via phone, email, chat, and portals, resolving requests and escalating as required.

Responsibilities include troubleshooting hardware/software, managing tickets in ServiceNow SMP, and supporting Teams, desktop apps, and telwork users while maintaining thorough documentation.