Tier I/II Service Desk Agent - Flexible Hours

Omniscius Consulting; Ashburn (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

Omniscius Consulting seeks a Service Desk Agent to provide Tier I/II IT help desk support via phone and email for agency staff, using proprietary software and systems. The role includes diagnosing hardware/software issues, creating and escalating tickets, supporting business applications, and ensuring customer satisfaction with documented SOPs.

The candidate should have 1+ year IT experience, U.S. citizenship or status, and the ability to pass a federal background check for a Public Trust, with

Qualifications

• US citizenship or legal status in the United States and two years residency required.
• Ability to pass federal background investigation and obtain a Public Trust.
• Associate degree or higher in IT or high school diploma with IT certifications/experience.
• One year of information technology experience.
• Flexible shift availability with specified hours and days.

Responsibilities

• Analyze and resolve network hardware, software, and communications issues.
• Create and manage help desk tickets with escalation as needed.
• Maintain and troubleshoot business line applications and remote software deployments.
• Install and maintain Cisco AnyConnect, Cisco WebEx, Microsoft Office, BitLocker.
• Provide technical support via phone and email.
• Implement client-based solutions and ensure proper hardware/software operation.
• Troubleshoot client computer equipment and recover lost data where possible.
• Meet customer needs and ensure satisfaction.
• Follow SOPs and contribute to documentation with team.
• Escalate process and policy issues as required.

Skills

Troubleshooting

Customer service

Teamwork

Documentation

Office software

Education

Associate degree or higher in IT

Tools

Cisco AnyConnect

Cisco WebEx

Microsoft Office

Bit Locker

Job description

Omniscius Consulting seeks a Service Desk Agent to provide Tier I/II IT help desk support via phone and email for agency staff, using proprietary software and systems. The role includes diagnosing hardware/software issues, creating and escalating tickets, supporting business applications, and ensuring customer satisfaction with documented SOPs.

The candidate should have 1+ year IT experience, U.S. citizenship or status, and the ability to pass a federal background check for a Public Trust, with