Service Desk Agent
Service Desk Agent
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
07-04-2025
Job Description
Service Desk Agent
Employment Type: FullTime Mid Level
Department: Information Technology
CGS is seeking a Remote Service Desk Technician who will be responsible for answering calls logging the calls in the ticketing system and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background so he or she can assist customers in troubleshooting and resolving problems.
CGS brings motivated highly skilled and creative people together to solve the governments most dynamic problems with cuttingedge technology. To carry out our mission we are seeking candidates who are excited to contribute to government innovation appreciate collaboration and can anticipate the needs of others. Here at CGS we offer an environment in which our employees feel supported and we encourage professional growth through various learning opportunities.
Skills and attributes for success:
Handle Tier 1 service desk escalations through tickets chat email or phone
Follow up on outstanding requests and ensure timely resolution
Create accounts and configure hardware as part of onboarding process
Support mobility devices
Provides a single identified point of contact for all Service Desk and change request services
Updates and maintains Service Desk records in accordance with established support procedures
Performs account password administration and processes new user account requests
Develops maintains and executes standard Service Desk operating procedures
Follows security requirements as requested by the Government Security Officer
Monitors customer problems to ensure prompt satisfactory service/resolution is being provided; if necessary call the user to update them on progress
Processes standard change requests (ITSM tickets) for Installations Moves Adds and Changes (IMACs)
Remain on queue and available to assist end users during the specified shifts excluding approved breaks lunches or offqueue time approved by your Manager Supervisor and/or Team Lead
Manages the users expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
Qualifications:
Must already have or be able to obtain and maintain a Public Trust Security Clearance with the Department of Justice
High School Diploma or equivalent with 3 years of applicable work experience
US Citizenship
Previous Service Desk Experience
Ability to run reports
Experience supporting Windows 10 and MS Office 365
Must be able to pay close attention to details
Must have the ability to adapt to changing work requirements multiple tasks and priorities and be able to exercise discretion.
Experience with Active Directory and identity management systems adding and modifying users fulfilling user account requests and troubleshooting
Experience with twofactor authentication password resets PIV setup and device management
Experience with VoIP and mobile phone activation and hardware and software requests
Skilled in telework and virtual meeting environments
Experience with HID and physical pointofentry authentication systems
Experience using IT ticketing systems (Remedy ServiceNow JIRA etc)
Strong analytical and followthrough skills
Strong verbal and written communication skills
Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
Ability to work well independently on defined tasks
Ability to work well as part of a team
Ability to work any shift morning evening or overnight on a 24x7x365 schedule. Rotational work on holidays is required. Flexible Schedule The startup schedule may require different hours.
Our commitment:
Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human technical and financial resources. We combine cuttingedge technology with worldclass personnel to deliver customized solutions that fit our clients specific needs. We are committed to solving the most challenging and dynamic problems.
For the past seven years weve been growing our government contracting portfolio and along the way weve created valuable partnerships by demonstrating a commitment to honesty professionalism and quality work.
Here at CGS we value honesty through hard work and selfawareness professionalism in all we do and to deliver the best quality to our consumers mending those relations for years to come.
We care about our employees. Therefore we offer a comprehensive benefits package.
Health Dental and Vision
Life Insurance
401k
Flexible Spending Account (Health Dependent Care and Commuter)
Paid Time Off and Observance of State/Federal Holidays
Contact Government Services LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.
Join our team and become part of meaningful government innovation!
Explore additional job opportunities with CGS on our Job Board:
https://cgsfederal/joinourteam/
For more information about CGS please visit: https://www.cgsfederal or contact:
Email:
$24752 $31824 a year
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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