Service Desk Agent

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

📋 Description

• Handle both incoming and outgoing calls to FAA employees and non-employee users worldwide, supporting U.S. interests abroad.

• Engage with end-users to assist, resolve, track, and manage technical issues within ServiceNow.

• Communicate with end-users through telephone, email, and chat channels.

• Address account, operating system, application, software, mobile device, desktop, and network challenges.

• Diagnose and rectify technical problems using best practices in the industry and FAA guidelines; document all actions taken.

• Gather and record information for escalation to Level 2 technical teams when initial requests cannot be resolved.

• Provide assistance for commercially available off-the-shelf (COTS) products as well as enterprise-wide applications.

• Develop knowledge-base articles detailing issues faced and their resolutions; contribute to enhancing technical support processes and documentation.

• Utilize ITSM and ServiceNow ticketing processes to log actions performed.

⛳️ Requirements

• High School diploma with adequate technical skills or certification; alternatively, an Associate's degree in Computer and Information Technology.

• Must demonstrate exceptional communication abilities, reliability, a friendly demeanor, and strong problem-solving capabilities.

• Willingness to collaborate effectively within a team in a dynamic support environment.

• Technical expertise in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks, and other COTS products is preferred.

• U.S. Citizenship is required.

• Capability to obtain a Public Trust clearance.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Supportive team environment that values collaboration and innovation.