Tier I IT Help Desk Agent - On-site San Antonio, TS/SCI

Semper Valens Solutions; Texas; On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Sign-on bonus

Job summary

Semper Valens Solutions in San Antonio, TX seeks a Tier 1 Call Center Agent to handle inbound/outbound customer contact, respond to inquiries, and document interactions in the ITSM system. Must hold a TS/SCI clearance and IAT1, with an Associate's degree or equivalent experience.

Role emphasizes analytical skills for process improvement and collaboration across teams. On-site position with a sign-on bonus and opportunities across maintenance and support tasks.

Qualifications

• Associate's degree in a relevant technical field or at least two years of technical help desk experience.
• IAT level 1 Certification is required.
• IT Certified Professional – Entry level Certification is required.
• Must have valid DoD TS/SCI eligibility.
• Experience with software application troubleshooting and tiered escalation processes.
• Experience with ITSM tools (ServiceNow, Jira Service Management, BMC Remedy, etc.).
• Familiarity with networking and software applications.

Responsibilities

• Handle inbound and outbound customer contact via voice, email, and chat.
• Practice active listening to identify customer needs and provide accurate information.
• Maintain courtesy, patience, and professionalism in customer interactions.
• Research knowledge articles to respond to inquiries about products and services.
• Create records in the government ServiceNow ITSM system for traceability.
• Escalate complex issues to appropriate departments in a timely manner.
• Identify trends or issues and report them to supervisors and program leads.
• Document contact history for future reference using the ITSM tool.

Skills

Technical help desk

ITSM processes

Networking basics

Customer service

Education

Associate's degree in technical field

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Semper Valens Solutions in San Antonio, TX seeks a Tier 1 Call Center Agent to handle inbound/outbound customer contact, respond to inquiries, and document interactions in the ITSM system. Must hold a TS/SCI clearance and IAT1, with an Associate's degree or equivalent experience.

Role emphasizes analytical skills for process improvement and collaboration across teams. On-site position with a sign-on bonus and opportunities across maintenance and support tasks.