Service Desk Agent (Tier I)

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for a Service Desk Agent role that serves as the front-line customer service connection for the organization responding to public inquiries about a wide range of Government programs and services. Your goal will be to provide customers with accurate efficient and courteous responses to their requests. This role could be filled both onsite at a Government facility or at a contractor provided facility.

STOPSO is ISO 9001 ISO 20000-1 ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Primary Responsibilities:

The Service Desk Agent serves as the Tier 1 single point of contact for USPTO employees and contractors requiring technical support. Agents receive customer contacts through telephone email voicemail chat Microsoft Teams and self-service portals providing incident resolution service request fulfillment and escalation support in accordance with USPTO procedures and established SLAs.

Additionally in this position you will:

• Serve as the first point of contact for all Service Desk inquiries.

• Troubleshoot hardware software account connectivity and application issues.
• Create update document and resolve tickets within ServiceNow SMP.
• Support Microsoft Teams desktop applications laptop systems peripherals and approved telwork users.
• Achieve first-call resolution objectives whenever possible.
• Escalate unresolved incidents to APR or specialized support groups.
• Utilize approved knowledge articles and scripts during customer interactions.
• Maintain accurate documentation and work logs.
• Support AI-enabled ServiceNow capabilities including Now Assist and virtual agents.
• Participate in knowledge management and process improvement initiatives.
• Support extended operating hours weekends and surge activities as required.

Qualifications:

• 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 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 10:00PM; 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
• Knowledge of Windows operating systems and Microsoft Office products.
• Strong communication and customer service skills.

Desired Skills

• HDI Support Center Analyst certification.
• ServiceNow experience.
• Active Directory and MFA support experience.
• ITIL Foundation certification.
• Experience working in a team-oriented collaborative environment

Required Experience:

Unclear Seniority