Sr. Service Desk Agent

Contact Government Services, LLC; Fort Lauderdale (FL); Remote; USD 31,000 - 46,000; Full time

Job summary

An innovative firm is looking for a dedicated Sr. Service Desk Agent to join their remote team. This role involves providing exceptional support to customers by answering calls, logging tickets, and troubleshooting a variety of IT issues. The ideal candidate will have a strong IT background, experience with Windows 10 and MS Office 365, and a knack for problem-solving. With a commitment to professional growth, this position offers opportunities to work collaboratively on government innovation projects, ensuring that your contributions make a meaningful impact. If you are passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Holidays Observance

Qualifications

• 3+ years of experience in Service Desk or IT support roles.
• Ability to obtain a Public Trust Security Clearance.

Responsibilities

• Provide Tier 1 support via tickets, chat, email, or phone.
• Create accounts and configure hardware for onboarding.
• Monitor and ensure timely resolution of customer issues.

Skills

Service Desk Support

Windows 10 Support

MS Office 365

Active Directory

IT Ticketing Systems

Analytical Skills

Communication Skills

VoIP Support

Two-Factor Authentication

Device Management

Education

High School Diploma

Tools

Remedy

ServiceNow

JIRA

Job description

Sr. Service Desk Agent

Employment Type: Full-Time, Mid Level

Department: Information Technology

CGS is seeking a Remote Service Desk Technician who will be responsible for answering calls, logging the calls in the ticketing system, and providing customers with rapid and accurate answers and information. This will require the individual to possess an IT background to assist customers in troubleshooting and resolving problems.

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

Skills and Attributes for Success:

1. Handle Tier 1 service desk escalations through tickets, chat, email, or phone
2. Follow up on outstanding requests and ensure timely resolution
3. Create accounts and configure hardware as part of the onboarding process
4. Support mobility devices
5. Provide a single, identified point of contact for all Service Desk and change request services
6. Update and maintain Service Desk records in accordance with established support procedures
7. Perform account password administration and process new user account requests
8. Develop, maintain, and execute standard Service Desk operating procedures
9. Follow security requirements as requested by the Government Security Officer
10. Monitor customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary, call the user to update them on progress
11. Process standard change requests (ITSM tickets) for Installations, Moves, Adds, and Changes (IMACs)
12. Remain on queue and available to assist end users during specified shifts, excluding approved breaks, lunches, or off-queue time approved by your Manager, Supervisor, and/or Team Lead
13. Manage the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again

Qualifications:

1. Must already have or be able to obtain and maintain a Public Trust Security Clearance with the Department of Justice
2. High School Diploma or equivalent with 3+ years of applicable work experience
3. US Citizenship
4. Previous Service Desk Experience
5. Ability to run reports
6. Experience supporting Windows 10 and MS Office 365
7. Must be able to pay close attention to details
8. Must have the ability to adapt to changing work requirements, multiple tasks, and priorities, and be able to exercise discretion
9. Experience with Active Directory and identity management systems, adding and modifying users, fulfilling user account requests, and troubleshooting
10. Experience with two-factor authentication, password resets, PIV setup, and device management
11. Experience with VoIP and mobile phone activation and hardware and software requests
12. Skilled in telework and virtual meeting environments
13. Experience with HID and physical point-of-entry authentication systems
14. Experience using IT ticketing systems (Remedy, ServiceNow, JIRA, etc)
15. Strong analytical and follow-through skills
16. Strong verbal and written communication skills
17. Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
18. Ability to work well independently on defined tasks
19. Ability to work well as part of a team
20. Ability to work any shift, morning, evening, or overnight on a 24x7x365 schedule. Rotational work on holidays is required. Flexible Schedule, the startup schedule may require different hours.

Our Commitment:

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past seven years, we’ve been growing our government contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS, we value honesty through hard work and self-awareness, professionalism in all we do, and delivering the best quality to our consumers, mending those relations for years to come.

We care about our employees. Therefore, we offer a comprehensive benefits package:

• Health, Dental, and Vision
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of meaningful government innovation!

Explore additional job opportunities with CGS on our Job Board: Job Board

For more information about CGS please visit: CGS Website or contact:

Email: [e-mail]

Salary: $31,824 - $45,968 a year