Sr. Service Desk Agent

CGS Federal (Contact Government Services); City of Rochester (NY); Remote; USD 31,000 - 46,000; Full time

Job summary

Join a forward-thinking company as a Remote Service Desk Technician, where your skills in customer support and IT troubleshooting will be essential in providing rapid and accurate assistance. This role offers the opportunity to work with cutting-edge technology while ensuring seamless service delivery. You will be responsible for managing service desk requests, supporting mobility devices, and maintaining records, all while working in a collaborative environment. With a comprehensive benefits package and a commitment to professional growth, this position is perfect for those looking to make a meaningful impact in government services.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Paid Time Off

Qualifications

• 3+ years of relevant experience in IT support and service desk roles.
• Must obtain a Public Trust Security Clearance with the Department of Justice.

Responsibilities

• Handle Tier 1 service desk escalations via tickets, chat, email, or phone.
• Create accounts and configure hardware during onboarding.

Skills

Customer Support

Troubleshooting

Active Directory

Windows 10

MS Office 365

IT Ticketing Systems

Analytical Skills

Communication Skills

Teamwork

Flexibility

Education

High School Diploma or equivalent

Tools

Remedy

ServiceNow

JIRA

Job description

CGS Federal (Contact Government Services) is seeking a Remote Service Desk Technician responsible for answering calls, logging calls in the ticketing system, and providing rapid and accurate customer support. The role requires an IT background to assist in troubleshooting and resolving issues.

Pay Range

This range is provided by CGS Federal. Your actual pay will depend on your skills and experience. Talk with your recruiter to learn more.

Base pay range: $31,824.00/yr - $45,968.00/yr

Employment Details

Type: Full-Time, Mid Level

Department: Information Technology

Responsibilities

1. Handle Tier 1 service desk escalations via tickets, chat, email, or phone.
2. Follow up on requests to ensure timely resolution.
3. Create accounts and configure hardware during onboarding.
4. Support mobility devices.
5. Serve as the single point of contact for Service Desk and change requests.
6. Maintain Service Desk records per procedures.
7. Manage account passwords and process new user requests.
8. Develop and execute standard Service Desk procedures.
9. Follow security protocols as directed by the Security Officer.
10. Monitor customer issues to ensure prompt resolution and communicate updates.
11. Process change requests for IT installations, moves, adds, and changes.
12. Remain available during assigned shifts, excluding breaks and authorized time off.
13. Manage user expectations and provide resolution updates.

Qualifications

1. Must have or obtain a Public Trust Security Clearance with the Department of Justice.
2. High School Diploma or equivalent with 3+ years of relevant experience.
3. US Citizenship required.
4. Previous Service Desk experience.
5. Ability to run reports and support Windows 10 and MS Office 365.
6. Attention to detail and adaptability to changing requirements.
7. Experience with Active Directory, two-factor authentication, password resets, PIV, device management, VoIP, and mobile device support.
8. Skilled in remote work and virtual meetings.
9. Experience with IT ticketing systems like Remedy, ServiceNow, JIRA.
10. Strong analytical, communication, and teamwork skills.
11. Flexibility to work any shift on a 24/7 schedule, including holidays.

Our Commitment

CGS strives to simplify government processes through innovative technology and skilled personnel. We value honesty, professionalism, and quality, offering a comprehensive benefits package including health, dental, vision, life insurance, 401k, FSA, and paid time off.

CGS is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join Us

Become part of meaningful government innovation. Explore more opportunities on our Job Board or visit our website at CGS Federal. For inquiries, contact us at [e-mail].