Frontline IT Support - Tier I Service Desk

Ares-Enterprise

West Virginia

On-site

USD 42,000 - 54,000

Full time

14 days+

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Job summary

Ares Enterprise is seeking a Service Desk Agent (Tier I) to provide front-line technical support to USPTO employees and contractors. You will act as the initial point of contact for hardware, software, account, connectivity, and application issues, and respond via phone, email, chat, and self-service portals.

The role emphasizes quick incident resolution, accurate ticketing in ServiceNow, and escalation when needed.

Qualifications

Must be legally authorized to work in the United States and pass a federal background check.
Must have resided in the United States for the past two years.
Associate degree or higher in IT or related field; or equivalent plus certs/experience.
At least one year of IT, technical support, or help desk experience.
Working knowledge of Windows OS and Microsoft 365.
Familiarity with hardware, networking, and common troubleshooting methods.

Responsibilities

Serve as Tier I single point of contact for USPTO service desk inquiries.
Receive and respond via telephone, email, chat, Teams, and self-service portals.
Troubleshoot and resolve common hardware, software, and connectivity issues.
Create, categorize, and close incidents in ServiceNow; document actions taken.
Provide Windows/Microsoft 365 support and peripheral device assistance.
Escalate unresolved issues to appropriate resolver groups per procedures.