Service Desk Agent

As a Service Desk Agent, you will perform Tier I and Tier II information technology related help desk duties through phone and email support. You will provide support for members of the agency in carrying out the organization’s mission, including working on proprietary software and systems. Additionally, in this position you will:

• Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes

• Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution

• Maintain and troubleshoot business line applications which could include remote installation or redeployment of software

• Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc.

• Provide technical support over the phone and/or via email

• Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed

• Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when/if possible

• Meet customer needs and ensure customer satisfaction

• Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation

• Escalate process and policy issues as needed

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditions.

• Must be able to pass federal background investigation and obtain a Public Trust

• Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree

• One (1) or more years of information technology experience

• Flexible shift availability. The hours of operation will be Monday to Friday – 7:30AM – 7:00PM; Saturday: 7:30AM – 4:00PM; Shifts will likely be scheduled eight (8) hours a day, five (5) days a week

• Technical experience with current network hardware, protocols, and standards

• Application support experience

• Knowledge of applicable data privacy practices and laws

• Excellent troubleshooting skills

• Proficiency in Word, Excel, Outlook, database management

• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations

• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities

• Experience working in a team-oriented, collaborative environment