Service Desk Agent
Company: Contact Government Services, LLC
Location: Fort Lauderdale
Posted on: April 28, 2024
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Job Description:
Service Desk Agent
Employment Type: Full-Time, 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 government's most dynamic problems with cutting-edge
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 on-boarding
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 off-queue
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
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 two-factor 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 point-of-entry authentication
systems
- Experience using IT ticketing systems (Remedy, ServiceNow, JIRA,
etc)
- Strong analytical and follow-through 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 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.
For the past seven years, we've been growing our government
contracting portfolio, and along the way, we've created valuable
partnerships by demonstrating a commitment to honesty,
professionalism, and quality work.
Here at CGS 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
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.com/join-our-team/
For more information about CGS please visit:
https://www.cgsfederal.com or contact:
Email: info@cgsfederal.com
Keywords: Contact Government Services, LLC, Plantation , Service Desk Agent, Sales , Fort Lauderdale, Florida
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