Service Desk Agent (Tier I)

RightDirection Technology Solutions; Morgantown (WV); On-site; USD 42,000 - 64,000; Full time

Job summary

RightDirection Technology Solutions is seeking a Service Desk Agent to serve as the Tier 1 single point of contact for USPTO employees and contractors. You will troubleshoot hardware, software, accounts, and connectivity, create and resolve tickets in ServiceNow SMP, and support Teams, desktops, laptops, and telwork users.

The role emphasizes first-call resolution, knowledge-based interactions, and documentation, with opportunities to participate in AI-enabled tools and process improvements.

Qualifications

• U.S. citizen or legal status in the United States, with residency in US for past 2 years.
• Pass federal background check and obtain Public Trust.
• One+ year of information technology experience.
• Flexible shift availability; typical hours Mon-Fri 7:30AM–10:00PM; Sat 7:30AM–4:00PM.
• Experience with Windows OS and Microsoft Office products.
• HDI Support Center Analyst certification.
• ServiceNow experience.
• Active Directory and MFA support experience.
• ITIL Foundation certification.
• Experience in a team-oriented, collaborative environment.

Responsibilities

• Serve as Tier 1 single point of contact for technical support.
• Troubleshoot hardware, software, account, connectivity and application issues.
• Create, update, document and resolve tickets in ServiceNow SMP.
• Support Microsoft Teams, desktop apps, laptops, peripherals, and telwork users.
• Aim for first-call resolution and escalate as needed.
• Utilize knowledge articles and scripts in interactions.
• Maintain accurate work logs and documentation.
• Support AI-enabled ServiceNow capabilities including Now Assist.
• Participate in knowledge management and process improvement.

Skills

Strong communication

Customer service

Team collaboration

Education

Associate degree or higher in IT or related field

High school diploma with IT certs/experience

HDI Support Center Analyst certification

ITIL Foundation certification

Tools

ServiceNow

Active Directory

MFA support

Job description

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