Service Desk Agent

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

Job summary

An established industry player is seeking a Remote Service Desk Technician to join their innovative team. This role involves providing exceptional customer support, troubleshooting IT issues, and ensuring smooth operations for government services. Ideal candidates will have a strong IT background, experience in service desk environments, and the ability to adapt to changing priorities. Join a company that values collaboration and professional growth, offering a supportive environment where your contributions will make a significant impact in enhancing government processes. This is a fantastic opportunity for those looking to advance their careers in IT while making a difference.

Benefits

Health, Dental, and Vision insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off and holidays

Qualifications

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

Responsibilities

• Handle Tier 1 service desk escalations via tickets, chat, email, or phone.
• Create accounts and configure hardware during onboarding.
• Monitor customer problems for prompt, satisfactory resolution.

Skills

Service Desk Management

Customer Support

Windows 10 Support

MS Office 365 Support

Active Directory

IT Ticketing Systems

Analytical Skills

Communication Skills

Education

High School Diploma or equivalent

Tools

Remedy

ServiceNow

JIRA

Job description

3 weeks ago Be among the first 25 applicants

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 who will be responsible for answering calls, logging the calls in the ticketing system, and providing customers with rapid and accurate answers and information. This requires an IT background to assist customers in troubleshooting and resolving problems.

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. We seek candidates excited to contribute to government innovation, who appreciate collaboration, and can anticipate others' needs. We offer an environment where employees feel supported and can grow professionally 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
• Provide a single, identified point of contact for Service Desk and change requests
• Maintain Service Desk records per support procedures
• Manage account passwords and process new user requests
• Develop and follow standard Service Desk procedures
• Follow security requirements as per the Government Security Officer
• Monitor customer problems for prompt, satisfactory resolution; update users on progress
• Process standard change requests (ITSM tickets) for IMACs
• Remain available on queue during assigned shifts, excluding breaks and approved time off
• Manage user expectations and provide resolution details or contact timelines

Qualifications:

• Must have or be able to 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
• Supporting Windows 10 and MS Office 365
• Attention to detail
• Ability to adapt to changing requirements and priorities, exercising discretion
• Experience with Active Directory and identity management
• Experience with two-factor authentication, password resets, PIV setup, device management
• Experience with VoIP, mobile activation, hardware/software requests
• Skilled in telework and virtual meetings
• Experience with HID and physical access systems
• Experience with IT ticketing systems (Remedy, ServiceNow, JIRA, etc.)
• Strong analytical and communication skills
• Ability to coordinate across IT teams and work independently or as part of a team
• Flexible to work any shift, including overnight, with rotational holidays and varying hours

Our commitment:

CGS strives to simplify and enhance government processes through innovative use of human, technical, and financial resources. We deliver customized solutions with cutting-edge technology and top personnel, committed to solving complex problems.

We value honesty, professionalism, and quality work, fostering a supportive environment that encourages growth. Our benefits include:

• Health, Dental, and Vision insurance
• Life Insurance
• 401k
• Flexible Spending Accounts
• Paid Time Off and holidays

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

Join us and contribute to meaningful government innovation!

Explore more opportunities: https://cgsfederal.com/join-our-team/

Learn more about CGS: https://www.cgsfederal.com

Contact: [e-mail]