Service Desk Agent

GovCIO
United States
Workplace: RemoteFull timeUSD 30.95 - 30.95 hourlyFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Interpersonal skills","Communication skills","Coordination"]

Serve as the initial point of contact for IT service management, handling incidents and service requests via phone, chat, and email. Log, classify, and route tickets with accurate documentation using Knowledge Base Articles, and provide basic troubleshooting, including PIV access resolution. Manage the lifecycle of records during major incidents, determine VIP criteria, and escalate complex issues to higher tiers. Apply foundational hardware/software, Microsoft Windows, Apple OS, and networking concepts while following ITSM best practices.

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FursaFursa
GovCIO
GovCIO
2 days ago

Service Desk Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 27 minutes agoStatus: Live

Job Summary

Serve as the initial point of contact for IT service management, handling incidents and service requests via phone, chat, and email. Log, classify, and route tickets with accurate documentation using Knowledge Base Articles, and provide basic troubleshooting, including PIV access resolution. Manage the lifecycle of records during major incidents, determine VIP criteria, and escalate complex issues to higher tiers. Apply foundational hardware/software, Microsoft Windows, Apple OS, and networking concepts while following ITSM best practices.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the initial point of contact for IT service management activities.
  • •Log, classify, and route incidents and service requests received via phone, chat, and email, ensuring accurate and prompt documentation using KBAs.
  • •Provide basic troubleshooting based on KBAs, assist users with PIV access resolution, and escalate complex issues to higher tiers or specialized teams.
  • •Manage the lifecycle of call records, incidents, and service requests, ensuring proper categorization and marking during major incidents.
  • •Determine VIP caller criteria and update tickets accordingly.

Pay and Benefits

Salary: USD 30.95 hourly

Key Requirements

  • •High school diploma with 3 years of relevant experience.
  • •3+ years of IT service desk support as the initial point of contact for IT service management activities.
  • •Experience logging, classifying, and routing incidents and service requests via phone, chat, and email with accurate KBA-based documentation.
  • •Experience with basic troubleshooting using Knowledge Base Articles, including PIV access resolution and escalation to higher tiers when needed.
  • •Ability to manage the lifecycle of call records, incidents, and service requests, including proper categorization during major incidents.
Education:High School
Skills:Interpersonal skillsCommunication skillsCoordination
Languages:English
Tech Stack:IT service managementKnowledge Base Articles (KBAs)Microsoft WindowsApple operating systemHardware troubleshootingSoftware troubleshootingNetworking conceptsPIV access resolutionIncident managementService request

Eligibility

Nationality:US National
Security Clearance:DHS/TSA clearance

Company Brief

GovCIO
Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.
Industry: Professional Services
Growth: Established Company
Headquarters: Herndon, United States
WebsiteLinkedIn