Tier I IT Help Desk Agent - Frontline Support

Ares Enterprise; Greenville (SC); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Ares Enterprise is seeking a Service Desk Agent (Tier I) to provide front-line technical support to USPTO employees and contractors in the United States. You will handle incidents and service requests through multiple channels, document actions, and escalate when needed.

You will troubleshoot hardware, software, networks, and access issues, support Windows desktops and MS 365, and participate in continuous improvement of service delivery in a structured, SLA-driven environment.

Qualifications

• Associate degree or higher in information technology, computer science, information systems, or related discipline; or equivalent combination of education and certs/experience.
• At least 1 year of information technology, technical support, help desk, or service desk experience.
• Working knowledge of Windows OS and Microsoft 365 applications.
• Familiarity with desktop/laptop hardware, network connectivity, and basic IT troubleshooting methods.

Responsibilities

• Serve as Tier I single point of contact for inquiries from USPTO employees and contractors.
• Receive and respond via telephone, email, voicemail, chat, Teams, and self-service portals.
• Troubleshoot and resolve common hardware, software, OS, account, connectivity, and app issues.
• Document incidents, troubleshooting steps, and resolutions in ServiceNow.
• Provide support for Windows PCs, Microsoft 365, Teams, printers, and mobile devices.
• Assist with password resets, MFA, remote access, and identity issues.
• Escalate complex incidents per procedures when needed.
• Maintain accurate ticket documentation and meet SLAs.
• Communicate technical information clearly to users with varying tech proficiency.

Skills

Customer service

Technical troubleshooting

Clear communication

Problem solving

Teamwork

Attention to detail

Time management

Education

Associate degree or higher in IT/CS/IS

High school diploma with certs/experience

Tools

ServiceNow

Active Directory

Microsoft 365

Job description

Ares Enterprise is seeking a Service Desk Agent (Tier I) to provide front-line technical support to USPTO employees and contractors in the United States. You will handle incidents and service requests through multiple channels, document actions, and escalate when needed.

You will troubleshoot hardware, software, networks, and access issues, support Windows desktops and MS 365, and participate in continuous improvement of service delivery in a structured, SLA-driven environment.