Service Desk Agent I

AMERICAN SYSTEMS; McLean (VA); Remote; USD 28,000 - 34,000; Full time

Job summary

AMERICAN SYSTEMS is seeking a Service Desk Agent I in McLean, VA for tier I IT support. This full-time remote-friendly role handles first-line inquiries, hardware and software support, and service delivery for VTC, desktops, and peripherals.

You will work with Service-Now, VPN, WebEx, and RSA tokens, assisting users, onboarding/offboarding, and keeping tickets updated. A Public Trust background is required.

Qualifications

• U.S. Citizen as requirement for position.
• Must pass federal background check and obtain Public Trust.
• Experience in customer service and technology support to users.
• Experience with call center support applications such as Service-Now.
• Knowledge of telephone support for user devices and application software (MS Office, Windows).
• Basic networking, hardware troubleshooting, VPN and WebEx setup.
• Ability to lift up to 25 lbs. and move equipment as needed.

Responsibilities

• Provide first-line, tier I IT support for end users and corporate applications.
• Handle call center requests and troubleshoot issues.
• Manage hardware/software support for desktops, printers, and peripherals.
• Escalate unresolved issues to regional IT teams with tickets.
• Track responses and resolutions and ensure follow-up.
• Maintain equipment loaner pools and readiness.
• Support remote access, VPN, WebEx, and RSA token distribution.
• Handle account management including password resets and access requests.
• Communicate IT activities and planned outages to users.
• Assist with onboarding and offboarding tasks and training as needed.
• Utilize ITSM systems for support and configuration management.

Skills

Customer service

Technical support

Call center

Communication

User support

Tools

Service-Now

ITSM systems

WebEx

RSA token

VPN

Microsoft Windows

MS Office

Job description

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Engineering & Analysis, and Training.

Service Desk Agent I Location

US-VA-McLean ID

Category

IT / Cyber Security / Network Systems

Position Type

Full-Time

Remote

Yes

Clearance Required

Public Trust (Tier 4)

Overview

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Engineering & Analysis, and Training.

Responsibilities

As a Service Desk Agent I you will serve as the initial point of contact for end users, providing tier I support for IT services and custom developed and corporate applications.

• Provide first-line support for customer inquiries, handling call center requests and troubleshooting issues.
• Manage hardware and software support for VTC systems, desktops, printers, and peripherals.
• Escalate unresolved technical issues and dispatch trouble tickets to regional IT teams.
• Track and report on customer responses and resolutions to tickets, ensuring follow-up.
• Maintain IT equipment loaner pools, ensuring availability and readiness.
• Support remote access, VPN, WebEx, and RSA token distribution for secure connectivity.
• Handle account management, including creation, modification, and password/PIN resets.
• Communicate IT activities, planned outages, and service updates to users.
• Assist with onboarding and offboarding tasks, ensuring smooth transitions.
• Utilize ITSM systems for support and configuration management, providing user training as needed.

Qualifications

• As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C) .
• Must be able to pass federal background investigation and obtain a Public Trust.
• Working knowledge of customer service and technology support to users.
• Experience with call center support applications such as Service-Now.
• Knowledge of telephone support for user devices and application software:
  • MS Office
  • Microsoft OS Windows
  • Basic networking skills
  • Desktop/laptop hardware
  • Web and video conference setup, operations, and recordings
  • Laptop setup and configuration for meeting setup
  • Virtual Private Networks (VPN)
  • Hardware deployment and troubleshooting
  • Mobile device setup/configuration knowledge
• Ability to distinguish between application and system problems.
• Ability to resolve, recreate, troubleshoot, and elevate problems as needed.
• Ability to relate to users on a professional level; provide excellent customer service.
• Experience in analyzing problems, gathering information, and recognizing solutions.
• Must be able to:
  • Lift up to 25 lbs.
  • Bend, stretch, squat, kneel, to move equipment, set up workstations (projectors, TV screens, computers, servers, routers, printers, tools, etc.).
• This position may require the ability to operate a government vehicle. The incumbent must be at least 18 years of age, able to obtain and maintain Defensive Drivers certification, and have a valid state driver's license.
• Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document from the GSA Required Identification List.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $20.00/Hr. - USD $25/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status