Service Desk Agent

Omniscius Consulting • Ashburn, VA

3d

About The Position

The Service Desk Agent provides Tier I and Tier II information technology help desk support by phone and email. The role supports agency members in carrying out the organization’s mission, including assisting with proprietary software and systems. The agent diagnoses and resolves network, hardware, software, and communications issues; supports business applications and client computer equipment; installs and maintains designated software; and ensures customer needs are met. The position also involves creating and managing service desk tickets, following standard operating procedures, maintaining support documentation with team members, and escalating issues as appropriate.

Requirements

• Must be a U.S. Citizen or have official legal status in the United States and have continually resided in the United States for the last two years.
• Must be able to pass a federal background investigation and obtain a Public Trust.
• Associate degree or higher in information technology or a related field, or a high school diploma plus relevant information technology certifications, training, or years of experience in place of a degree.
• At least one year of information technology experience.
• Flexible shift availability; operating hours are Monday to Friday, 7:30 AM to 7:00 PM, and Saturday, 7:30 AM to 4:00 PM. Shifts will likely be scheduled for eight hours a day, five 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, and database management.
• Exceptional customer service and interpersonal skills, with the ability to communicate effectively, verbally and in writing, with end users in a pleasant and helpful manner during high-stress situations.
• Strong organization, attention to detail and accuracy, and the ability to troubleshoot effectively and prioritize multiple deadlines and priorities.
• Experience working in a team-oriented, collaborative environment.

Responsibilities

• Analyze and resolve network hardware, software, and communications problems using diagnostic software and technical troubleshooting processes.
• Create service desk tickets using ticketing software and ensure appropriate escalation and resolution.
• Maintain and troubleshoot business-line applications, including remote software installation or redeployment when needed.
• Install and maintain products as directed, including Cisco AnyConnect, Cisco WebEx, and Microsoft products such as Office and BitLocker.
• Provide technical support by phone and email.
• Implement solutions based on client needs, ensuring hardware and software work properly and are installed or removed as needed.
• Troubleshoot client computer equipment and recover lost or accidentally deleted data when possible.
• Meet customer needs and ensure customer satisfaction.
• Use standard operating procedure documentation to assist customers and work with team members to establish and maintain documentation.
• Escalate process and policy issues as needed.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree