Frontline IT Service Desk Agent - Tier I

Strategic Operational Solutions, Inc; Morgantown (WV); On-site; USD 42,000 - 60,000; Full time

Job summary

Strategic Operational Solutions (STOPSO) seeks a Service Desk Agent to be the front-line support for USPTO-related inquiries, handling incidents via phone, email, chat, and portals. You will resolve issues, document tickets, and escalate as needed while supporting modern IT tools and AI-enabled ServiceNow capabilities.

The role requires 1+ year IT experience, US residency, and the ability to work flexible hours Monday–Saturday.

Qualifications

• Must be a U.S. Citizen or have legal status and have resided in the United States for the last two years.
• Pass federal background investigation and obtain a Public Trust.
• 1+ years of information technology experience.
• Associate degree or higher in IT, or equivalent certifications/experience.
• Flexible shift availability with Mon-Fri 7:30AM–10:00PM; Sat 7:30AM–4:00PM; typical 8-hour shifts.
• Knowledge of Windows OS and Microsoft Office products.
• Strong communication and customer service skills.

Responsibilities

• Serve as the Tier 1 single point of contact for USPTO employees and contractors requiring technical support.
• Troubleshoot hardware, software, account, connectivity, and application issues.
• Create, update, document, and resolve tickets in ServiceNow SMP.
• Support Microsoft Teams, desktop applications, laptop systems, peripherals, and approved telwork users.
• Aim for first-call resolution and escalate unresolved incidents as needed.
• Maintain accurate documentation and work logs.
• Support AI-enabled ServiceNow capabilities, including Now Assist and virtual agents.
• Participate in knowledge management and process improvement initiatives.
• Support extended operating hours, weekends, and surge activities.

Skills

Customer service

Communication

IT support

Education

Associate degree in IT

High school diploma with IT certifications

Tools

ServiceNow

Active Directory

MFA

Job description

Strategic Operational Solutions (STOPSO) seeks a Service Desk Agent to be the front-line support for USPTO-related inquiries, handling incidents via phone, email, chat, and portals. You will resolve issues, document tickets, and escalate as needed while supporting modern IT tools and AI-enabled ServiceNow capabilities.

The role requires 1+ year IT experience, US residency, and the ability to work flexible hours Monday–Saturday.