Sr. Service Desk Agent

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

Job summary

Join a forward-thinking company as a Remote Service Desk Technician, where your IT skills will help solve government challenges. This role offers the opportunity to provide exceptional support, troubleshoot issues, and enhance user experiences. If you're passionate about innovation and collaboration, this position is perfect for you. With a focus on professional growth and development, you'll be part of a team dedicated to improving government processes through technology. Enjoy comprehensive benefits and a flexible work environment while making a difference in public service.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401k Plan

Paid Time Off

Holiday Observance

Qualifications

• 3+ years of relevant experience in IT support.
• Must obtain and maintain a Public Trust Security Clearance.

Responsibilities

• Answer calls and log tickets in the system.
• Support mobility devices and manage user accounts.

Skills

Service Desk Escalations

Windows 10 Support

MS Office 365 Support

Active Directory

IT Ticketing Systems

Analytical Skills

Communication Skills

Teamwork

Education

High School Diploma

Tools

Remedy

ServiceNow

JIRA

Job description

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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 calls in the ticketing system, and providing rapid, accurate answers and information to customers. The role requires an IT background to assist in troubleshooting and resolving problems.

CGS brings motivated, skilled, and creative people together to solve government’s most dynamic problems with cutting-edge technology. We seek candidates excited about government innovation, collaboration, and proactive in anticipating needs. Our environment supports professional growth through various learning opportunities.

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 request services
• Maintain Service Desk records per support procedures
• Administer passwords and process new user account requests
• Develop and execute standard Service Desk procedures
• Follow security requirements as directed by the Government Security Officer
• Monitor customer problems, ensure prompt service, and update users on progress
• Process change requests (ITSM tickets) for IMACs
• Remain available during assigned shifts, excluding breaks and approved time off
• Manage user expectations and provide resolution updates

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
• Adaptability to changing requirements and priorities, exercising discretion
• Experience with Active Directory, identity management, user modifications, and troubleshooting
• Experience with two-factor authentication, password resets, PIV setup, device management
• Experience with VoIP, mobile activation, hardware/software requests
• Skilled in telework and virtual meetings
• Experience with HID and physical authentication systems
• Experience with IT ticketing systems (Remedy, ServiceNow, JIRA, etc.)
• Strong analytical, communication, and teamwork skills
• Ability to work independently and in teams
• Flexible schedule, available for any shift, including overnight, with rotational holiday work

Our commitment: CGS strives to simplify and enhance government processes through innovative solutions, combining technology with skilled personnel. We value honesty, professionalism, and quality, offering comprehensive benefits including health, dental, vision, life insurance, 401k, FSA, paid time off, and holiday observance.

Contact Government Services, LLC is an Equal Opportunity Employer. We consider applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Join our team and contribute to government innovation! Explore additional opportunities on our Job Board. For more info, visit our website or contact us at [e-mail].