Sr. Service Desk Agent

CGS Federal (Contact Government Services); Winston-Salem (NC); Remote; USD 31,000 - 46,000; Full time

Job summary

An established industry player is seeking a Remote Service Desk Technician to provide exceptional support to customers. This full-time role will involve troubleshooting and resolving issues, managing user accounts, and ensuring timely responses to service requests. With a focus on innovation and efficiency, the company offers a comprehensive benefits package, including health, dental, and retirement plans. Join a dedicated team committed to enhancing government processes through technology. If you have a passion for IT and customer service, this opportunity is perfect for you.

Benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

401k

Flexible spending accounts

Paid time off

Qualifications

• 3+ years of relevant experience in a Service Desk role.
• Must have or obtain a Public Trust Security Clearance.

Responsibilities

• Handle Tier 1 service desk escalations via tickets, chat, email, or phone.
• Create accounts, configure hardware, and support mobility devices.

Skills

Windows 10

MS Office 365

Active Directory

IT ticketing systems

Analytical skills

Communication skills

Education

High School Diploma or equivalent

Tools

IT ticketing systems

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, requiring an IT background for troubleshooting and resolution.

The position offers a pay range of $31,824.00 to $45,968.00 annually, with actual pay based on skills and experience. It is a full-time, mid-level role within the Information Technology department.

Responsibilities include:

1. Handling Tier 1 service desk escalations via tickets, chat, email, or phone.
2. Following up on requests and ensuring timely resolution.
3. Creating accounts, configuring hardware, supporting mobility devices, and supporting security protocols.
4. Maintaining support records, managing user accounts, and developing standard operating procedures.
5. Monitoring customer issues and managing change requests.
6. Assisting end users during assigned shifts and managing expectations.

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 and previous Service Desk experience.
• Proficiency with Windows 10, MS Office 365, Active Directory, IT ticketing systems, and supporting security and authentication systems.
• Strong communication, analytical skills, and the ability to work independently and as part of a team.
• Flexible to work any shift, including holidays, on a 24x7 schedule.

Our commitment:

CGS aims to simplify government processes through innovative technology and dedicated personnel. We offer a comprehensive benefits package including health, dental, vision, life insurance, 401k, flexible spending accounts, and paid time off.

We are an Equal Opportunity Employer and encourage applicants from all backgrounds to apply.

Join us to contribute to meaningful government innovation. Explore more opportunities on our Job Board or visit our website. For inquiries, contact: [e-mail].