Sr. Service Desk Agent

CGS Federal (Contact Government Services); City of Syracuse (NY); Remote; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking organization as a Remote Service Desk Technician, where your skills in customer support and IT will help streamline government processes. This role offers the chance to work on a variety of tasks, from managing service desk escalations to supporting mobility devices, all while maintaining a commitment to security and quality service. With opportunities for professional growth and a comprehensive benefits package, this position is perfect for motivated individuals eager to contribute to meaningful government innovation. Embrace the flexibility of remote work while making a difference in public service.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Qualifications

• 3+ years of relevant experience in IT support or service desk.
• Ability to obtain Public Trust Security Clearance.

Responsibilities

• Handle Tier 1 service desk escalations via various channels.
• Create accounts and configure hardware for onboarding.

Skills

Customer Support

Attention to Detail

Analytical Skills

Communication Skills

Teamwork

Adaptability

Education

High School Diploma

Tools

Active Directory

IT Ticketing Systems (Remedy, ServiceNow, JIRA)

Windows 10

MS Office 365

Job description

Job Description: Remote Service Desk Technician

CGS Federal (Contact Government Services) is seeking a Remote Service Desk Technician to join our team. The role involves answering calls, logging tickets, and providing rapid, accurate support to customers. Candidates should have an IT background to assist with troubleshooting and resolving issues.

We value motivated, skilled, and creative individuals who are excited to contribute to government innovation and collaboration. Our environment supports professional growth through various learning opportunities.

Responsibilities include:

1. Handling Tier 1 service desk escalations via tickets, chat, email, or phone
2. Following up on requests to ensure timely resolution
3. Creating accounts and configuring hardware for onboarding
4. Supporting mobility devices
5. Maintaining Service Desk records per support procedures
6. Managing account password administration and user account requests
7. Developing and executing standard Service Desk procedures
8. Adhering to security requirements as directed by the Security Officer
9. Monitoring customer issues to ensure prompt service and updates
10. Processing change requests (ITSM tickets) for IMACs
11. Remaining available during assigned shifts, excluding breaks and approved time off
12. Managing user expectations and providing resolution updates

Qualifications:

• Ability to obtain and maintain a Public Trust Security Clearance with the Department of Justice
• High School Diploma or equivalent with 3+ years of relevant experience
• US Citizenship
• Previous Service Desk experience
• Proficiency in running reports, supporting Windows 10, MS Office 365
• Attention to detail and adaptability to changing requirements
• Experience with Active Directory, identity management, two-factor authentication, PIV setup, device management, VoIP, and hardware/software requests
• Skilled in telework and virtual meetings
• Experience with IT ticketing systems (Remedy, ServiceNow, JIRA, etc.)
• Strong analytical, communication, and teamwork skills
• Ability to work any shift, including nights, weekends, and holidays, on a 24x7 schedule

Our Commitment:

CGS strives to simplify government processes through innovative technology and dedicated personnel. We offer a comprehensive benefits package including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

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

Join us and contribute to meaningful government innovation!

Explore more opportunities at: https://cgsfederal.com/join-our-team/

Learn more about CGS at: https://www.cgsfederal.com

Contact us at: [e-mail]