Service Desk Agent

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

Job summary

Join a forward-thinking company as a Remote Service Desk Technician, where you will play a crucial role in providing IT support and solutions to government challenges. This position offers the opportunity to work in a dynamic environment that values innovation and collaboration. You will be responsible for managing service desk escalations, troubleshooting issues, and supporting a variety of IT systems. With a commitment to professional growth and a comprehensive benefits package, this role is ideal for individuals eager to contribute to meaningful government innovation while advancing their careers in technology.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k)

Flexible Spending Accounts

Paid Time Off

Qualifications

• 3+ years of relevant experience in IT support.
• Must obtain and maintain a Public Trust Security Clearance.

Responsibilities

• Answer calls and log tickets in the system.
• Provide rapid, accurate answers to customer inquiries.
• Manage user expectations and provide resolution updates.

Skills

Service Desk Escalations

Account Management

Troubleshooting

Windows 10 Support

MS Office 365 Support

Active Directory

IT Ticketing Systems

Communication Skills

Education

High School Diploma

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 rapid, accurate answers and information to customers. The role requires an IT background to assist with troubleshooting and resolving problems.

CGS fosters an environment of motivated, skilled, and creative individuals dedicated to solving government challenges with cutting-edge technology. We seek candidates eager to contribute to government innovation, value collaboration, 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
• Manage account password administration and new user requests
• Develop and execute standard Service Desk procedures
• Follow security protocols as directed by the Security Officer
• Monitor customer issues to ensure prompt resolution, updating users as needed
• Process change requests (ITSM tickets) for IMACs
• Remain available during assigned shifts, excluding breaks and approved off-queue times
• 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
• Previous Service Desk experience
• Ability to run reports
• Experience supporting Windows 10 and MS Office 365
• Attention to detail
• Adaptability to changing requirements and priorities, exercising discretion
• Experience with Active Directory and identity management systems
• Experience with two-factor authentication, password resets, PIV setup, and device management
• Experience with VoIP, mobile activation, and hardware/software requests
• Proficiency in telework and virtual meetings
• Experience with HID and physical access systems
• Experience with IT ticketing systems (Remedy, ServiceNow, JIRA, etc.)
• Strong analytical, communication, and teamwork skills
• Ability to work independently and flexibly across shifts, including nights, weekends, and holidays

Our commitment:

CGS strives to simplify government processes via innovative technology and skilled personnel. We are committed to honesty, professionalism, and quality, fostering an environment where employees feel supported and can grow professionally.

We offer a comprehensive benefits package including health, dental, vision, life insurance, 401(k), flexible spending accounts, and paid time off.

CGS is an Equal Opportunity Employer, considering all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join us in meaningful government innovation! Explore additional opportunities at: https://cgsfederal.com/join-our-team/

More about CGS at: https://www.cgsfederal.com. Contact: [e-mail]