Sr. Service Desk Agent

CGS Federal (Contact Government Services); Tampa (FL); Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative firm is seeking a Remote Service Desk Technician to provide exceptional support to customers. This role involves handling service desk escalations, troubleshooting issues, and maintaining records while ensuring security protocols are upheld. With a focus on professional growth, the company fosters a collaborative environment, making it an exciting opportunity for those who thrive in dynamic settings. If you have a strong IT background and a passion for helping others, this role could be your next career step in a supportive and forward-thinking organization.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k Plan

Flexible Spending Accounts

Paid Time Off

Holiday Observance

Qualifications

• 3+ years of relevant IT experience required.
• Must obtain a Public Trust Security Clearance.
• Experience with troubleshooting and customer support.

Responsibilities

• Handle Tier 1 service desk escalations via various channels.
• Create accounts and configure hardware during onboarding.
• Support mobility devices and maintain Service Desk records.

Skills

Customer Support

Troubleshooting

Active Directory

Windows 10

MS Office 365

Analytical Skills

Communication Skills

Teamwork

Attention to Detail

Education

High School Diploma or equivalent

Tools

IT Ticketing Systems

VoIP

Device Management

Job description

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

CGS aims to solve dynamic government problems using innovative technology, fostering a collaborative environment that encourages professional growth.

Responsibilities include:

1. Handling Tier 1 service desk escalations via tickets, chat, email, or phone.
2. Following up on requests to ensure resolution.
3. Creating accounts and configuring hardware during onboarding.
4. Supporting mobility devices.
5. Maintaining Service Desk records and supporting security protocols.
6. Managing account password administration and user account requests.
7. Developing and executing standard Service Desk procedures.
8. Monitoring customer issues to ensure prompt service and updates.
9. Processing change requests (ITSM tickets) for IMACs.
10. Remaining on queue and assisting end users during assigned shifts.
11. Managing user expectations and providing resolution updates.

Qualifications:

• Must have or 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.
• Previous Service Desk experience.
• Ability to run reports and support Windows 10 and MS Office 365.
• Attention to detail and adaptability to changing requirements.
• Experience with Active Directory, two-factor authentication, password resets, device management, VoIP, and IT ticketing systems.
• Strong communication, analytical, and teamwork skills.
• Ability to work any shift, including nights, weekends, and holidays, on a 24/7 schedule.

Benefits include:

• Health, Dental, and 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, and care about our employees. For more info, visit our website.