Service Desk Agent

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

📋 Description

• Deliver technical support via telephone for hardware, systems, sub-systems, and/or applications to both FAA employees and non-employees.

• Address inquiries regarding the installation, operation, configuration, customization, and utilization of assigned products.

• Utilize fundamental diagnostic methods to identify issues, explore causes, and propose solutions for common failures.

• Refer complex issues to more experienced professionals within the organization.

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

• Resolve problems related to accounts, operating systems, applications, software, mobile devices, desktops, and networks promptly to restore service.

• Ensure that troubleshooting and resolutions adhere to industry best practices.

• Gather and document essential information for proper escalation to level 2 technical teams when requests cannot be resolved on the first contact.

• Offer support for off-the-shelf (COTS) PC products and enterprise-wide customer applications.

• Recommend updates to the knowledge base by creating documentation that outlines encountered issues and their resolutions, while also contributing to the development of processes and documentation aimed at enhancing problem detection and resolution.

⛳️ Requirements

• Exceptional communication skills are essential.

• Must be reliable, outgoing, and positive with strong problem-solving abilities.

• Willingness to work efficiently within a team in a fast-paced support environment is required.

• A passion for Information Technology and a desire to advance in the industry.

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

• Help Desk Institute (HDI) Certification is required.

• An Associate's degree in a related field or a High School diploma with up to two (2) years of relevant technical or customer service experience is needed.

• Familiarity with tools such as Active Directory, BeyondTrust (Bomgar), and ServiceNow is preferred.

• Candidates must be U.S. citizens capable of passing a Federal Background Investigation and obtaining a Public Trust.

🏝️ Benefits

• Competitive salary packages.

• Opportunities for professional development and career advancement.

• Comprehensive health benefits.

• A collaborative and supportive work environment.