Service Desk Agent

2 days ago


Peoria, Arizona, United States Contact Government Services, LLC Full time
Job Summary:

Contact Government Services, LLC is seeking a highly skilled Service Desk Agent to join our team. As a Service Desk Agent, you will be responsible for providing exceptional customer service to our clients, resolving technical issues, and ensuring that our clients receive rapid and accurate answers and information.

Key Responsibilities:

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 user's expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again

Requirements:

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 36
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, LLC is committed to simplifying and enhancing government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client's specific needs. We are committed to solving the most challenging and dynamic problems. We value honesty through hard work and self-awareness, 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


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