Service Desk Agent

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Facilitate Interactions and Incidents.

• Offer basic technical and procedural support via phone and email.

• Deliver friendly and courteous assistance to DOT employees and contractors.

• Foster and sustain positive working relationships with internal departments, organizations, employees, customers, and staff.

• Aid in processing Service Requests as part of the Request Fulfillment process.

• Support the IT service desk through various channels including phone calls, emails, self-service requests, and walk-in inquiries.

• Provide comprehensive answers regarding Windows and Office applications.

• Identify and escalate complex issues and requests as necessary.

• Maintain ownership of calls throughout the user request lifecycle, including follow-ups with end users and escalation teams.

• Investigate customer concerns and determine suitable resolutions.

• Create and manage case management records for daily issues, corrective actions, and installation activities.

• Perform additional duties as assigned.

⛳️ Requirements

• High School diploma and 1-2 years of relevant IT help desk/technical service experience, along with appropriate certification.

• Exceptional communication skills are essential, along with being reliable, sociable, and possessing strong problem-solving abilities.

• Must be willing to collaborate effectively in a team-oriented, fast-paced support environment.

• Ability to secure the HDI Customer Service Representative Certification within 6 months of employment.

• Candidates must be U.S. citizens or green card holders who have lived in the U.S. for at least 3 years and possess the ability to obtain a public trust.

🏝️ Benefits

• Shifts are Monday to Friday from 7am to 7pm EST.