Tier I Service Desk Agent - Remote Support

Ares-Enterprise; Greenville (SC); On-site; USD 45,000 - 65,000; Full time

Job summary

Ares Enterprise is seeking fifteen (15) Service Desk Agent (Tier I) to provide front-line technical support to USPTO employees and contractors. Serve as the initial contact for hardware, software, accounts, connectivity, and app issues, and resolve many tickets at first contact.

You will handle inquiries via telephone, email, Teams, and portals, document actions, and escalate complex issues to specialist teams as required.

Qualifications

• Associate degree or higher in information technology, computer science, information systems, or related field.
• At least one year of IT or help desk experience.
• Strong verbal and written communication skills and a customer-service mindset.
• Ability to document incidents, troubleshoot steps, and resolutions clearly.

Responsibilities

• Serve as the Tier I single point of contact for Service Desk inquiries.
• Receive and respond via phone, email, chat, and self-service portals.
• Troubleshoot and resolve common hardware, software, and connectivity issues.
• Create, categorize, prioritize, update, and close incidents in ServiceNow.
• Support Windows desktops/laptops and Microsoft 365 applications.
• Escalate unresolved issues to appropriate resolver groups as needed.

Skills

Customer service

Communication

Troubleshooting

Documentation

Teamwork

Education

Associate degree or higher in IT

Tools

ServiceNow

Windows

Microsoft 365

Active Directory

VPN

Job description

Ares Enterprise is seeking fifteen (15) Service Desk Agent (Tier I) to provide front-line technical support to USPTO employees and contractors. Serve as the initial contact for hardware, software, accounts, connectivity, and app issues, and resolve many tickets at first contact.

You will handle inquiries via telephone, email, Teams, and portals, document actions, and escalate complex issues to specialist teams as required.