Service Desk Agent

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Generate Interactions and Incidents

• Offer fundamental technical and process support via phone and email

• Assist DOT employees and contractors with a friendly and courteous approach

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

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

• Deliver end-user IT service desk support through phone calls, emails, self-service requests, and walk-in inquiries

• Respond to inquiries regarding Windows and Office applications, escalating or routing complex issues and requests as necessary

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

• Investigate customer concerns and determine suitable resolutions

• Create and update case management records for daily issues, remedial actions, and installation tasks

• Perform additional duties as assigned

⛳️ Requirements

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

• Outstanding communication skills, reliability, a friendly disposition, and excellent problem-solving abilities

• Capability to effectively collaborate within a team environment in a fast-paced support role

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

• Must be a U.S. citizen or green card holder

• Must have resided in the U.S. for a minimum of 3 years

• Ability to obtain a public trust

🏝️ Benefits

• Comprehensive health and wellness programs

• Opportunities for professional development and training

• Flexible work hours and remote work options

• Supportive and inclusive workplace culture