Service Desk Agent (Tier I)

Celestial Innovative Solutions LLC; Morgantown (WV); On-site; USD 42,000 - 60,000; Full time

Job summary

The Celestial Innovative Solutions LLC is seeking a Service Desk Agent to serve as the Tier 1 contact for USPTO employees and contractors needing technical support. You will handle incidents via phone, email, chat, and portals, resolving requests and escalating as required.

Responsibilities include troubleshooting hardware/software, managing tickets in ServiceNow SMP, and supporting Teams, desktop apps, and telwork users while maintaining thorough documentation.

Qualifications

• Minimum 1 year of IT support experience.
• Ability to troubleshoot hardware, software, network, and app issues.
• Familiarity with ServiceNow and knowledge management processes.
• Excellent communication and customer service skills.

Responsibilities

• Serve as the Tier 1 single point of contact for IT support requests.
• Troubleshoot hardware, software, accounts, connectivity, and apps.
• Create, update, document, and resolve tickets in ServiceNow SMP.
• Support Teams, desktops, laptops, peripherals, and telwork users.
• Strive for first-call resolution and escalate when needed.
• Maintain logs and documentation, use knowledge articles.

Skills

Customer service

Communication

Teamwork

Technical support

Windows OS

Education

Associate degree or higher in IT

High school diploma with IT cert/training

HDI Support Center Analyst certification

ITIL Foundation certification

Tools

ServiceNow SMP

Active Directory

Now Assist

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