CGS Federal is hiring a
Service Desk Agent in United States

Summary

CGS is hiring a Full-Time, Mid Level Remote Service Desk Technician to answer calls, log tickets, and provide customers with accurate information. The individual must have an IT background and possess a Public Trust Security Clearance. CGS offers a comprehensive benefits package including health, dental, vision, life insurance, 401k, flexible spending account, paid time off, and observance of state/federal holidays.

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 365
• Must be able to pay close attention to details
• Ability to adapt to changing work requirements, multiple tasks, and priorities
• Experience with Active Directory and identity management systems
• 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

Responsibilities

• Answer calls and provide customers with rapid and accurate answers and information
• Log calls in the ticketing system
• 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 the on-boarding process
• Support mobility devices
• Provide a single, identified point of contact for all Service Desk and change request services
• Update and maintain Service Desk records in accordance with established support procedures
• Perform account password administration and processes new user account requests
• Develop, maintain, and execute standard Service Desk operating procedures
• Follow security requirements as requested by the Government Security Officer
• Monitor customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
• Process 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

Preferred Qualifications

• 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

Benefits

• Health, Dental, and Vision insurance
• Life Insurance
• 401k
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays