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Service Desk Agent (Tier I)
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on West Virginia data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$54,334 / year median in West Virginia
-14% projected decline
Job Description
Description:
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.
Requirements:
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 years. In 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. HDI Support Center Analyst certification. ServiceNow experience. Active Directory and MFA support experience. ITIL Foundation certification. Experience working in a team-oriented, collaborative environment
Benefits
- Dental Insurance