Service Desk Agent

CGS Federal (Contact Government Services); Albuquerque (NM); Remote; USD 24,000 - 32,000; Full time

Job summary

An established industry player is seeking a Remote Service Desk Technician to provide exceptional support to clients. In this role, you will handle Tier 1 service desk escalations, ensuring timely resolution of issues while maintaining high standards of customer service. Your IT background will be essential for troubleshooting and resolving technical problems, and you'll have the opportunity to contribute to innovative government solutions. Join a collaborative environment that values professional growth and offers comprehensive benefits, including health and retirement plans. If you are motivated and skilled, this is the perfect opportunity for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Flexible Spending Accounts

Holiday Observance

Qualifications

• 3+ years of relevant experience in Service Desk roles.
• Must obtain and maintain a Public Trust Security Clearance.

Responsibilities

• Answer calls and log tickets in the system for support.
• Create accounts and configure hardware during onboarding.

Skills

Service Desk Support

Windows 10

MS Office 365

Active Directory

IT Ticketing Systems

VoIP

Analytical Skills

Communication Skills

Teamwork Skills

Adaptability

Education

High School Diploma or equivalent

Tools

Remedy

ServiceNow

JIRA

Job description

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CGS Federal (Contact Government Services) provided pay range

This range is provided by CGS Federal (Contact Government Services). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$24,752.00/yr - $31,824.00/yr

Employment Type: Full-Time, Mid Level

Department: Information Technology

CGS is seeking a Remote Service Desk Technician responsible for answering calls, logging calls in the ticketing system, and providing customers with rapid and accurate support. Candidates should have an IT background to assist with troubleshooting and resolving issues.

We value motivated, skilled, and creative individuals who want to contribute to government innovation, collaborate effectively, and anticipate client needs. Our environment supports professional growth through various learning opportunities.

Skills and attributes for success:

• Handle Tier 1 service desk escalations via tickets, chat, email, or phone
• Follow up on requests to ensure timely resolution
• Create accounts and configure hardware during onboarding
• Support mobility devices
• Serve as a single point of contact for Service Desk and change requests
• Maintain Service Desk records per support procedures
• Administer account passwords and process new user requests
• Develop and execute standard Service Desk procedures
• Follow security protocols as per the Government Security Officer
• Monitor customer issues to ensure prompt, satisfactory resolution; update users on progress
• Process change requests (ITSM tickets) for IMACs
• Remain on queue and assist end users during scheduled shifts, excluding breaks and approved time off
• Manage user expectations and provide resolution updates

Qualifications:

• Must have or obtain and maintain a Public Trust Security Clearance with the Department of Justice
• High School Diploma or equivalent with 3+ years of relevant experience
• US Citizenship
• Experience in Service Desk roles
• Ability to run reports
• Support experience with Windows 10 and MS Office 365
• Attention to detail
• Adaptability to changing requirements and priorities, exercising discretion
• Experience with Active Directory and identity management
• Knowledge of two-factor authentication, password resets, PIV setup, device management
• Experience with VoIP, mobile activation, and hardware/software requests
• Skilled in telework and virtual meetings
• Experience with HID and physical access systems
• Proficiency with IT ticketing systems (Remedy, ServiceNow, JIRA, etc.)
• Strong analytical, communication, and teamwork skills
• Ability to work independently and flexibly, including any shift, on a 24/7 schedule with holiday rotation

Our commitment:

CGS strives to simplify government processes through innovative technology and dedicated personnel. We value honesty, professionalism, and quality, offering comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, paid time off, and holiday observance.

We are an Equal Opportunity Employer and consider applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join our team and contribute to meaningful government innovation! Explore more opportunities at our Job Board or visit our website. For inquiries, contact: [e-mail].