Sr. Service Desk Agent

CGS; New York (NY); Remote; USD 31,000 - 46,000; Full time

Job summary

Join a forward-thinking company as a Sr. Service Desk Agent, where you will play a vital role in providing exceptional IT support. This position is perfect for someone with a strong IT background, eager to assist customers in troubleshooting and resolving issues. You'll manage service desk escalations, maintain records, and ensure timely resolutions. The role offers a collaborative environment that encourages professional growth and learning opportunities. With a commitment to innovation, this organization is dedicated to solving dynamic government challenges, making it an exciting place to advance your career.

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.
• Ability to obtain a Public Trust Security Clearance.

Responsibilities

• Answer calls and log tickets in the system for customer issues.
• Provide support for mobility devices and account administration.

Skills

Service Desk Support

Windows 10

MS Office 365

Active Directory

IT Ticketing Systems

VoIP

Analytical Skills

Communication Skills

Education

High School Diploma or equivalent

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 the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can 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. 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 on-boarding 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
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 the specified shifts
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
9. Experience with Active Directory and identity management systems
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 using IT ticketing systems (Remedy, ServiceNow, JIRA, etc)
14. Strong analytical and follow-through skills
15. Strong verbal and written communication skills
16. Ability to coordinate and get cooperation from multiple areas within IT
17. Ability to work well independently on defined tasks
18. Ability to work well as part of a team
19. Ability to work any shift, morning, evening, or overnight on a 24x7x365 schedule

Our commitment: Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We are committed to solving the most challenging and dynamic problems.

Benefits:

1. Health, Dental, and Vision
2. Life Insurance
3. 401k
4. Flexible Spending Account (Health, Dependent Care, and Commuter)
5. 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!

For more information about CGS please visit: https://www.cgsfederal.com or contact:

Email: [e-mail]

$31,824 - $45,968 a year