Sr. Service Desk Agent

CGS Federal (Contact Government Services); Hollywood (FL); Remote; USD 31,000 - 46,000; Full time

Job summary

A leading company is seeking a Sr. Service Desk Agent responsible for providing rapid support and resolving IT issues. The role requires handling escalations, managing user accounts, and ensuring timely service. Candidates should have experience in IT support and a strong commitment to service excellence.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Flexible Spending Accounts

Paid Time Off

Qualifications

• 3+ years of relevant experience required.
• Must maintain a Public Trust Security Clearance.

Responsibilities

• Handle Tier 1 service desk escalations via tickets, chat, email, or phone.
• Create accounts and configure hardware during onboarding.
• Support mobility devices and maintain Service Desk records.

Skills

Attention to detail

Analytical skills

Communication

Teamwork

Education

High School Diploma or equivalent

Tools

Active Directory

IT ticketing systems

Windows 10

MS Office 365

Job description

Join to apply for the Sr. Service Desk Agent role at CGS Federal (Contact Government Services).

5 days ago Be among the first 25 applicants.

CGS Federal (Contact Government Services) provided pay range

This range is provided by CGS Federal (Contact Government Services). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$31,824.00/yr - $45,968.00/yr

Employment Type: Full-Time, Mid Level

Department: Information Technology

CGS is seeking a Remote Service Desk Technician responsible for answering calls, logging tickets, and providing rapid, accurate support. Candidates should have an IT background to assist with troubleshooting and problem resolution.

We value motivated, skilled, and creative individuals who want to contribute to government innovation, collaboration, and anticipate customer needs. CGS offers a supportive environment with opportunities for professional growth.

Skills and attributes for success

• Handle Tier 1 service desk escalations via tickets, chat, email, or phone.
• Follow up on requests to ensure timely resolution.
• Create accounts and configure hardware during onboarding.
• Support mobility devices.
• Serve as a single point of contact for Service Desk and change requests.
• Maintain Service Desk records per support procedures.
• Administer passwords and process new user account requests.
• Develop and execute standard Service Desk procedures.
• Follow security protocols as directed by the Government Security Officer.
• Monitor customer issues to ensure prompt, satisfactory service.
• Process change requests (ITSM tickets) for IMACs.
• Remain available on queue during shifts, excluding breaks and approved time off.
• Manage user expectations by providing updates and resolution timelines.

Qualifications

• Must have or 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.
• Ability to run reports.
• Experience supporting Windows 10 and MS Office 365.
• Attention to detail.
• Ability to adapt to changing requirements and priorities.
• Experience with Active Directory, identity management, and troubleshooting.
• Experience with two-factor authentication, password resets, PIV setup, device management.
• Experience with VoIP, mobile activation, and hardware/software requests.
• Skilled in telework and virtual meetings.
• Experience with HID and physical entry systems.
• Proficiency with IT ticketing systems (Remedy, ServiceNow, JIRA, etc.).
• Strong analytical, communication, and teamwork skills.
• Flexibility to work any shift, including nights, weekends, and holidays, on a 24/7 schedule.

Our commitment

CGS strives to streamline government processes through innovative technology and skilled personnel. We are dedicated to solving dynamic problems and fostering a professional, honest, and high-quality work environment.

We offer a comprehensive benefits package including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

CGS is an Equal Opportunity Employer. All applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join us in driving government innovation! Explore more opportunities at our Job Board or visit our website. For inquiries, contact: [e-mail].