Service Desk Agent I

Overview

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Engineering & Analysis, and Training. 

Responsibilities

An Average Day: As a Service Desk Agent I you will serve as the initial point of contact for end users, providing tier I support for IT services and custom developed and corporate applications.

• Provide first-line support for customer inquiries, handling call center requests and troubleshooting issues.
• Manage hardware and software support for VTC systems, desktops, printers, and peripherals.
• Escalate unresolved technical issues and dispatch trouble tickets to regional IT teams.
• Track and report on customer responses and resolutions to tickets, ensuring follow-up.
• Maintain IT equipment loaner pools, ensuring availability and readiness.
• Support remote access, VPN, WebEx, and RSA token distribution for secure connectivity.
• Handle account management, including creation, modification, and password/PIN resets.
• Communicate IT activities, planned outages, and service updates to users.
• Assist with onboarding and offboarding tasks, ensuring smooth transitions.
• Utilize ITSM systems for support and configuration management, providing user training as needed.

Qualifications

• As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C).
• Must be able to pass federal background investigation and obtain a Public Trust.
• Working knowledge of customer service and technology support to users.
• Experience with call center support applications such as Service-Now.
• Knowledge of telephone support for user devices and application software:
  • MS Office
  • Microsoft OS Windows
  • Basic networking skills
  • Desktop/laptop hardware
  • Web and video conference setup, operations, and recordings
  • Laptop setup and configuration for meeting setup
  • Virtual Private Networks (VPN)
  • Hardware deployment and troubleshooting
  • Mobile device setup/configuration knowledge
• Ability to distinguish between application and system problems.
• Ability to resolve, recreate, troubleshoot, and escalate problems as needed.
• Ability to relate to users on a professional level; provide excellent customer service.
• Experience in analyzing problems, gathering information, and recognizing solutions.
• Must be able to:
  • Lift up to 25 lbs.
  • Bend, stretch, squat, kneel, to move equipment, set up workstations (projectors, TV screens, computers, servers, routers, printers, tools, etc.).
• This position may require the ability to operate a government vehicle. The incumbent must be at least 18 years of age, able to obtain and maintain Defensive Drivers certification, and have a valid state driver’s license.
• Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document from the GSA Required Identification List.

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EEO Statement