Service Desk Agent

Second-61; Florence (CO); On-site; USD 18,184 - 25,898; Part time

Job summary

Second-61 is hiring a Service Desk Agent in Florence, Colorado for 24x7 technical support. This role involves troubleshooting hardware and software issues for FAA users globally. Candidates should excel in communication and problem-solving, possess technical proficiency in MS Office and Windows, and ideally hold an Associate's degree or relevant experience. The position offers $16/hr, requiring U.S. citizenship and the ability to pass a Federal Background Investigation.

Qualifications

• Dependable and outgoing personality with excellent communication skills.
• Willingness to work in a fast-paced team environment.
• Passion for Information Technology and career growth.

Responsibilities

• Provide excellent service via phone, email, and chat.
• Resolve various technical issues promptly.
• Document actions taken in ITSM and ServiceNow.
• Suggest knowledge base updates based on experiences.

Skills

Excellent communication skills

Problem solving skills

Teamwork

Technical proficiency in MS Office, Windows, Active Directory

Education

Associate’s degree related to Computer and Information

High School degree and up to two years experience

Tools

Active Directory

ServiceNow

BeyondTrust (Bomgar)

Job description

Overview

Our foundation is built upon the heart of patriotism; grounded in protecting that which matters most as Vigilant Defenders. We look forward to meeting you and sharing our mission to love and honor each other, our community, our country, and our customers, through superb services as their front-line Vigilant Defenders.

Position Description

We’re hiring a Service Desk Agent to provide telephone technical support of hardware, systems, sub-systems and/or applications for FAA employee and non-employee user base, spanning the globe in support of the United States and interests abroad. In this role you’ll field questions about installation, operation, configuration, customization, and usage of assigned products and will apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. When necessary, you’ll elevate complex problems to a higher level of expertise within the organization.

Schedule

This is a 24x7x365 environment

Location

Emergent Campus, Florence, CO

Responsibilities

• Effectively communicates with end-users via telephone, email, and chat to ensure excellent service is provided.
• Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
• Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.
• Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
• Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
• Uses ITSM and ServiceNow ticket processes to document actions taken.

Requirements

• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Passion for Information Technology and desire to grow in the industry.

Desired Skills And Experience

• Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.
• Help Desk Institute (HDI) Certification.
• Associate’s degree related to Computer and Information; or High School degree and up to two (2) years of sufficient technical or customer service experience.
• Experience with the following tools: Active Directory, BeyondTrust (Bomgar), ServiceNow.

Background Check

• Candidate must be a U.S. citizen with the ability to pass a Federal Background Investigation and obtain a Public Trust.

EEO Statement

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Salary

$16/hr