Remote Service Desk Agent I – IT Support

AMERICAN SYSTEMS; McLean (VA); Remote; USD 28,000 - 34,000; Full time

Job summary

AMERICAN SYSTEMS is seeking a Service Desk Agent I in McLean, VA for tier I IT support. This full-time remote-friendly role handles first-line inquiries, hardware and software support, and service delivery for VTC, desktops, and peripherals.

You will work with Service-Now, VPN, WebEx, and RSA tokens, assisting users, onboarding/offboarding, and keeping tickets updated. A Public Trust background is required.

Qualifications

• U.S. Citizen as requirement for position.
• Must pass federal background check and obtain Public Trust.
• Experience in customer service and technology support to users.
• Experience with call center support applications such as Service-Now.
• Knowledge of telephone support for user devices and application software (MS Office, Windows).
• Basic networking, hardware troubleshooting, VPN and WebEx setup.
• Ability to lift up to 25 lbs. and move equipment as needed.

Responsibilities

• Provide first-line, tier I IT support for end users and corporate applications.
• Handle call center requests and troubleshoot issues.
• Manage hardware/software support for desktops, printers, and peripherals.
• Escalate unresolved issues to regional IT teams with tickets.
• Track responses and resolutions and ensure follow-up.
• Maintain equipment loaner pools and readiness.
• Support remote access, VPN, WebEx, and RSA token distribution.
• Handle account management including password resets and access requests.
• Communicate IT activities and planned outages to users.
• Assist with onboarding and offboarding tasks and training as needed.
• Utilize ITSM systems for support and configuration management.

Skills

Customer service

Technical support

Call center

Communication

User support

Tools

Service-Now

ITSM systems

WebEx

RSA token

VPN

Microsoft Windows

MS Office

Job description

AMERICAN SYSTEMS is seeking a Service Desk Agent I in McLean, VA for tier I IT support. This full-time remote-friendly role handles first-line inquiries, hardware and software support, and service delivery for VTC, desktops, and peripherals.

You will work with Service-Now, VPN, WebEx, and RSA tokens, assisting users, onboarding/offboarding, and keeping tickets updated. A Public Trust background is required.