Service Desk Agent (Tier I)

Celestial Innovative Solutions LLC; Greenville (SC); Sur place; USD 42 000 - 55 000; Plein temps

Résumé du poste

Celestial Innovative Solutions LLC is seeking a Service Desk Agent to act as the Tier 1 contact for USPTO employees and contractors needing technical support. You will troubleshoot hardware, software, accounts, connectivity, and applications, and log tickets in ServiceNow SMP.

Responsibilities include supporting Microsoft Teams, desktop apps, laptops, peripherals, and telwork users, aiming for first-call resolution while escalating complex issues.

Qualifications

• Must be US citizen or have legal status and reside in US for last two years.
• Must pass federal background investigation and obtain a Public Trust.
• Associate degree or higher in information technology or related field; or high school diploma and relevant IT certs/experience.
• One year or more of information technology experience.
• Flexible shift availability; hours 7:30AM–10:00PM Mon–Fri, Sat 7:30AM–4:00PM, 8 hours/day, 5 days/week.
• Technical experience with current network hardware, protocols, and standards.
• Knowledge of Windows operating systems and Microsoft Office products.
• Strong communication and customer service skills.
• HDI Support Center Analyst certification.
• ServiceNow experience.
• Active Directory and MFA support experience.
• ITIL Foundation certification.
• Experience working in a team-oriented, collaborative environment.

Responsabilités

• Serve as the Tier 1 single point of contact for USPTO employees and contractors requiring technical support.
• Troubleshoot hardware, software, account, connectivity, and application issues.
• Create, update, document, and resolve tickets within ServiceNow SMP.
• Support Microsoft Teams, desktop applications, laptop systems, peripherals, and approved telwork users.
• Achieve first-call resolution objectives whenever possible.
• Escalate unresolved incidents to APR or specialized support groups.
• Utilize approved knowledge articles and scripts during customer interactions.
• Maintain accurate documentation and work logs.
• Support AI-enabled ServiceNow capabilities, including Now Assist and virtual agents.
• Participate in knowledge management and process improvement initiatives.
• Support extended operating hours, weekends, and surge activities as required.

Connaissances

HDI Support Center Analyst

Active Directory

MFA support

Windows OS

Microsoft Office

Customer service

Teamwork

Formation

Associate degree in information technology

IT certifications / training

Outils

ServiceNow

Description du poste

Description

The Service Desk Agent serves as the Tier 1 single point of contact for USPTO employees and contractors requiring technical support. Agents receive customer contacts through telephone, email, voicemail, chat, Microsoft Teams, and self-service portals, providing incident resolution, service request fulfillment, and escalation support in accordance with USPTO procedures and established SLAs.

Additionally, in this position you will:

• Serve as the first point of contact for all Service Desk inquiries.
• Troubleshoot hardware, software, account, connectivity, and application issues.
• Create, update, document, and resolve tickets within ServiceNow SMP.
• Support Microsoft Teams, desktop applications, laptop systems, peripherals, and approved telwork users.
• Achieve first-call resolution objectives whenever possible.
• Escalate unresolved incidents to APR or specialized support groups.
• Utilize approved knowledge articles and scripts during customer interactions.
• Maintain accurate documentation and work logs.
• Support AI-enabled ServiceNow capabilities, including Now Assist and virtual agents.
• Participate in knowledge management and process improvement initiatives.
• Support extended operating hours, weekends, and surge activities as required.

Requirements

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditions.
• Must be able to pass federal background investigation and obtain a Public Trust
• Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree
• One (1) or more years of information technology experience
• Flexible shift availability. The hours of operation will be Monday to Friday – 7:30AM – 10:00PM; Saturday: 7:30AM – 4:00PM; Shifts will likely be scheduled eight (8) hours a day, five (5) days a week
• Technical experience with current network hardware, protocols, and standards
• Knowledge of Windows operating systems and Microsoft Office products.
• Strong communication and customer service skills.
• HDI Support Center Analyst certification.
• ServiceNow experience.
• Active Directory and MFA support experience.
• ITIL Foundation certification.
• Experience working in a team-oriented, collaborative environment