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, customers, and internal teams

• Aid in processing Service Requests as a key point of contact for the Request Fulfillment process

• Assist the IT service desk through phone calls, emails, self-service requests, and walk-in inquiries

• Provide comprehensive answers regarding Windows and Office applications

• Escalate and direct complex issues and requests appropriately

• Maintain ownership of calls throughout the entire lifecycle of the user's request, including follow-up with end users and escalation teams

• Investigate customer concerns and identify suitable solutions

• Create and update case management records of daily issues, corrective actions, and installation activities

• Perform additional duties as assigned

⛳️ Requirements

• High School diploma and 2 years of relevant technical service experience supporting a service desk, along with applicable certification

• Must possess outstanding communication skills and be reliable, personable, 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 acquire 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 a minimum of 3 years and has the ability to obtain a public trust

🏝️ Benefits

• Competitive salary and comprehensive benefits package

• Opportunities for professional development and growth

• Collaborative and inclusive work environment