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 assistance to DOT employees and contractors.

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

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

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

• Provide thorough responses regarding Windows and Office applications and escalate complex issues and requests as necessary.

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

• Investigate customer issues and determine suitable resolutions.

• Create and uphold case management records of daily issues, remedial actions, and installation tasks.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

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

• Must exhibit outstanding communication skills, be reliable, approachable, and possess excellent problem-solving abilities.

• Must be able to work effectively in a team-oriented environment in a high-paced support role.

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

• The candidate must be a U.S. citizen or green card holder who has lived in the U.S. for at least 3 years and has the ability to acquire a public trust.

• Work shifts are Monday to Friday from 7am to 7pm EST.

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development and certification.

• Supportive work environment.