Sr. Service Desk Agent

CGS Federal (Contact Government Services); Los Angeles (CA); Remote; USD 31,000 - 46,000; Full time

Job summary

An innovative firm is seeking a Remote Service Desk Technician to provide exceptional support to customers. This role offers the opportunity to troubleshoot issues and ensure timely resolutions while working in a collaborative environment. With a focus on professional growth, the company provides ongoing learning opportunities and comprehensive benefits. Ideal candidates will have a strong IT background and excellent communication skills. Join a team dedicated to simplifying government processes through technology and quality service.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Flexible Spending Accounts

Qualifications

• 3+ years of relevant experience in IT support.
• Must have or be able to obtain Public Trust Security Clearance.

Responsibilities

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

Skills

Windows 10 Support

MS Office 365

Active Directory

IT Ticketing Systems

Communication Skills

Attention to Detail

Education

High School Diploma

Job description

Job Description: Remote Service Desk Technician at CGS Federal

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

We foster an environment of innovation, collaboration, and professional growth, supporting our employees with ongoing 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 during onboarding.
4. Supporting mobility devices and maintaining Service Desk records.
5. Administering passwords, fulfilling user account requests, and developing support procedures.
6. Adhering to security requirements and monitoring customer issues for prompt resolution.
7. Processing change requests for IT services and managing user expectations.

Qualifications:

• Must have or be able to obtain a Public Trust Security Clearance with the Department of Justice.
• High School Diploma or equivalent with 3+ years of relevant experience.
• US Citizenship required.
• Experience supporting Windows 10, MS Office 365, Active Directory, and IT ticketing systems.
• Strong attention to detail, communication skills, and ability to work independently or in a team.
• Flexibility to work any shift on a 24/7 schedule, including holidays.

Compensation & Benefits:

Pay range: $31,824.00 - $45,968.00 per year. We offer comprehensive benefits including health, dental, vision, life insurance, 401k, flexible spending accounts, paid time off, and holiday observance.

Our Commitment:

CGS strives to simplify government processes through innovative technology and dedicated personnel. We value honesty, professionalism, and quality work, and are an Equal Opportunity Employer.

Additional Information:

Explore more opportunities at our Job Board and learn about CGS at our website. For inquiries, contact us at [e-mail].