Frontline IT Service Desk Agent (Tier I)

Ares Enterprise; Morgantown (WV); On-site; USD 45,000 - 75,000; Full time

Job summary

Ares Enterprise is seeking a Service Desk Agent (Tier I) to provide front-line IT support to USPTO employees and contractors. You will be the first point of contact for hardware, software, accounts, and connectivity issues, and will resolve most problems on the first call.

You will log and track incidents in ServiceNow, provide password resets, assist with MFA and remote access, and escalate complex issues to the proper teams.

Qualifications

• Associate degree or higher in information technology, computer science, information systems, or a related discipline; a high school diploma or equivalent with relevant certifications may be accepted in place of a degree.
• At least one year of information technology, technical support, help desk, or service desk experience.
• Strong verbal and written communication skills.
• Working knowledge of Windows operating systems and Microsoft 365 applications.
• Ability to document incidents, troubleshooting steps, and resolutions clearly and accurately.

Responsibilities

• Serve as the Tier I single point of contact for Service Desk inquiries from USPTO employees and contractors.
• Receive and respond to customer contacts through telephone, email, voicemail, chat, Microsoft Teams, and self-service portals.
• Troubleshoot and resolve common hardware, software, operating system, account, authentication, connectivity, peripheral, and business application issues.
• Create, categorize, prioritize, update, document, and close incidents and service requests within the ServiceNow Service Management Platform.
• Provide support for Windows-based desktops and laptops, Microsoft 365 applications, Microsoft Teams, printers, mobile devices, peripherals, and approved telework environments.

Job description

Ares Enterprise is seeking a Service Desk Agent (Tier I) to provide front-line IT support to USPTO employees and contractors. You will be the first point of contact for hardware, software, accounts, and connectivity issues, and will resolve most problems on the first call.

You will log and track incidents in ServiceNow, provide password resets, assist with MFA and remote access, and escalate complex issues to the proper teams.