IT Service Desk Agent (Tier I) - First-Line Support

RightDirection Technology Solutions; Morgantown (WV); On-site; USD 42,000 - 64,000; Full time

Job summary

RightDirection Technology Solutions is seeking a Service Desk Agent to serve as the Tier 1 single point of contact for USPTO employees and contractors. You will troubleshoot hardware, software, accounts, and connectivity, create and resolve tickets in ServiceNow SMP, and support Teams, desktops, laptops, and telwork users.

The role emphasizes first-call resolution, knowledge-based interactions, and documentation, with opportunities to participate in AI-enabled tools and process improvements.

Qualifications

• U.S. citizen or legal status in the United States, with residency in US for past 2 years.
• Pass federal background check and obtain Public Trust.
• One+ year of information technology experience.
• Flexible shift availability; typical hours Mon-Fri 7:30AM–10:00PM; Sat 7:30AM–4:00PM.
• Experience with Windows OS and Microsoft Office products.
• HDI Support Center Analyst certification.
• ServiceNow experience.
• Active Directory and MFA support experience.
• ITIL Foundation certification.
• Experience in a team-oriented, collaborative environment.

Responsibilities

• Serve as Tier 1 single point of contact for technical support.
• Troubleshoot hardware, software, account, connectivity and application issues.
• Create, update, document and resolve tickets in ServiceNow SMP.
• Support Microsoft Teams, desktop apps, laptops, peripherals, and telwork users.
• Aim for first-call resolution and escalate as needed.
• Utilize knowledge articles and scripts in interactions.
• Maintain accurate work logs and documentation.
• Support AI-enabled ServiceNow capabilities including Now Assist.
• Participate in knowledge management and process improvement.

Skills

Strong communication

Customer service

Team collaboration

Education

Associate degree or higher in IT or related field

High school diploma with IT certs/experience

HDI Support Center Analyst certification

ITIL Foundation certification

Tools

ServiceNow

Active Directory

MFA support

Job description

RightDirection Technology Solutions is seeking a Service Desk Agent to serve as the Tier 1 single point of contact for USPTO employees and contractors. You will troubleshoot hardware, software, accounts, and connectivity, create and resolve tickets in ServiceNow SMP, and support Teams, desktops, laptops, and telwork users.

The role emphasizes first-call resolution, knowledge-based interactions, and documentation, with opportunities to participate in AI-enabled tools and process improvements.