Service Desk Agent

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

📋 Description

• Generate Interactions and Incidents.

• Deliver basic technical and procedural support through phone and email communications.

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

• Foster and maintain positive working relationships with internal departments, organizations, and staff members.

• Aid in processing Service Requests, serving as a key contact for the Request Fulfillment process.

• Support the IT service desk via phone, email, self-service requests, and in-person visits.

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

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

• Investigate customer issues and identify suitable resolutions.

• Create and sustain case management records detailing daily problems, remedial actions, and installation tasks.

• Perform additional duties as assigned.

⛳️ Requirements

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

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

• Must be willing to work collaboratively within a team in a dynamic support environment.

• Capability to obtain 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 a minimum of 3 years and can obtain a public trust.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Professional development opportunities.

• Supportive work environment that fosters teamwork and communication.