Sr. Service Desk Agent

CGS Federal (Contact Government Services); Houston (TX); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company in government services is seeking a Remote Service Desk Technician to provide prompt support to customers. This role involves managing service desk inquiries, resolving technical issues, handling user accounts, and requiring strong IT skills and communication abilities. The ideal candidate will have at least 3 years of experience and the ability to work various shifts, including holidays.

Benefits

Health, Dental, Vision insurance

Life Insurance

401k plan

Flexible Spending Accounts

Paid Time Off and holiday observance

Qualifications

• Must obtain Public Trust Security Clearance.
• 3+ years of relevant experience required.
• US Citizenship is mandatory.

Responsibilities

• Handle Tier 1 service desk escalations via various channels.
• Create accounts and configure hardware during onboarding.
• Monitor customer issues and provide timely updates.

Skills

Communication

Analytical skills

Organizational skills

Education

High School Diploma

Tools

Windows 10

MS Office 365

Active Directory

IT ticketing systems

Job description

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

CGS offers an environment that encourages professional growth and values collaboration, innovation, and support for its employees.

Responsibilities include:

• Handling Tier 1 service desk escalations via tickets, chat, email, or phone
• Following up on requests to ensure timely resolution
• Creating accounts and configuring hardware during onboarding
• Supporting mobility devices and managing service records
• Performing account password administration and process requests
• Developing and maintaining support procedures
• Monitoring customer issues and providing updates
• Processing change requests and managing user expectations

Qualifications:

• Must have or be able to obtain a Public Trust Security Clearance
• High School Diploma with 3+ years of relevant experience
• US Citizenship
• Experience supporting Windows 10, MS Office 365, Active Directory, and IT ticketing systems
• Strong communication, analytical, and organizational skills
• Ability to work any shift on a 24/7 schedule, including holidays

Benefits include:

• Health, Dental, Vision insurance
• Life Insurance
• 401k plan
• Flexible Spending Accounts
• Paid Time Off and holiday observance

CGS is an Equal Opportunity Employer. We value honesty, professionalism, and quality work. Join us to contribute to government innovation!

Apply or explore more opportunities at: https://cgsfederal.com/join-our-team/

For more information, visit: https://www.cgsfederal.com or contact: [e-mail]