Service Desk Agent

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

📋 Description

• Generate Interactions and Incidents.

• Offer fundamental technical and process 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, and staff.

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

• Support the IT service desk via phone calls, emails, self-service requests, and walk-in inquiries.

• Provide comprehensive responses regarding Windows and Office applications, while escalating and routing complex issues and requests.

• Maintain accountability for calls throughout the user's request lifecycle, including follow-up with end users and escalation teams.

• Investigate customer issues and identify suitable resolutions.

• Create and uphold case management records of daily problems, remedial actions, and installation activities.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• High School diploma with 1-2 years of relevant IT help desk or technical service experience supporting a service desk, along with relevant certification.

• Must have exceptional communication skills, be reliable, outgoing, and positive, with strong problem-solving abilities.

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

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

• Candidate must be a U.S. citizen or green card holder who has lived in the U.S. for at least 3 years and is capable of obtaining a public trust.

• Must be available for support during Monday to Friday, 7am to 7pm EST shifts.

🏝️ Benefits

• Remote work arrangement

• Monday–Friday shifts between 7am and 7pm EST