Service Desk Agent

Asggov; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Agent to provide top-notch technical support in a fully remote environment. This role involves assisting users with various hardware and software issues, ensuring timely resolutions while maintaining excellent communication. The ideal candidate will have a passion for technology, strong problem-solving skills, and the ability to work collaboratively in a fast-paced environment. If you're looking to make a difference and grow in the IT field, this opportunity is perfect for you!

Qualifications

• Excellent communication skills and a passion for IT are essential.
• Ability to work effectively in a fast-paced team environment.

Responsibilities

• Provide technical support to users via phone, email, and chat.
• Resolve technical issues and document actions taken.
• Escalate complex problems to higher-level technical teams.

Skills

Communication Skills

Problem Solving

Teamwork

Technical Support

Education

Associates Degree in Computer and Information

High School Degree

Tools

Active Directory

ServiceNow

BeyondTrust (Bomgar)

Job description

We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we make we first ask, “Is the decision consistent with our moral and ethical principles?" We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.

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 escalate complex problems to a higher level of expertise within organization.

Schedule: This is a 24x7x365 environment, must be willing to work shifts.

Location: Fully Remote

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
• Associates degree related to Computer and Information; or High School degree and up to two (2) years of sufficient technical or customer serviceexperience.
• Experience with the following tools; Active Directory, BeyondTrust (Bomgar), ServiceNow
• Candidate must be a U.S. citizen with the ability to pass a Federal Background Investigation and obtain a Public Trust.

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.