Government IT Service Desk Agent — Tier I

STOPSO; Morgantown (WV); On-site; USD 39,000 - 42,000; Full time

Job summary

Strategic Operational Solutions (STOPSO) is seeking a Service Desk Agent to act as the Tier 1 single point of contact for USPTO employees and contractors. You will handle incidents and service requests via phone, email, chat, and portals, following SLAs and procedures.

The role requires IT experience, knowledge of Windows and MS Office, and strong customer service skills. Flexible shifts are available, with hours Mon–Fri and some weekends, in a government/contractor setting.

Qualifications

• One or more years of information technology experience.
• Knowledge of Windows operating systems and Microsoft Office products.
• Strong communication and customer service skills.

Responsibilities

• Serve as the Tier 1 point of contact for Service Desk inquiries.
• Troubleshoot hardware, software, accounts, connectivity, and app issues.
• Create, update, and close tickets in ServiceNow SMP.
• Support Microsoft Teams, desktops, laptops, peripherals, and telwork users.
• Aim for first-call resolution and escalate when needed.
• Document all interactions and maintain logs.
• Assist with AI-enabled ServiceNow features like Now Assist.
• Participate in knowledge management and process improvements.
• Support extended hours, weekends, and surge periods as required.

Skills

IT experience

Windows OS

MS Office

Communication skills

Customer service

Education

IT degree or certifications

Tools

ServiceNow

Active Directory

Job description

Strategic Operational Solutions (STOPSO) is seeking a Service Desk Agent to act as the Tier 1 single point of contact for USPTO employees and contractors. You will handle incidents and service requests via phone, email, chat, and portals, following SLAs and procedures.

The role requires IT experience, knowledge of Windows and MS Office, and strong customer service skills. Flexible shifts are available, with hours Mon–Fri and some weekends, in a government/contractor setting.