Service Desk Agent
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Job Description
Remote Service Desk Agent providing Tier 1 phone and email support for U.S. Department of Transportation employees. Troubleshooting Windows and Office issues, managing incidents, and routing complex requests.
Responsibilities:
- Create Interactions and Incidents
- Provide basic technical and process assistance by phone and email
- Provide friendly, courteous support to DOT employees and contractors
- Develop and maintain positive working relationships with internal departments, organizations, employees, and customers
- Assist with processing Service Requests as an integral point of contact for the Request Fulfillment process
- Support the IT service desk through phone calls, emails, self-service requests, and walk-in requests
- Provide detailed answers on Windows and Office applications
- Escalate and route complex issues and requests
- Maintain ownership of calls throughout the user request lifecycle
- Follow up with end users and escalation teams
- Research customer concerns and find appropriate resolutions
- Create and maintain case management records of daily problems, remedial actions, and installation activities
- Perform other duties as assigned
Requirements:
- High School and 1-2 years of sufficient IT help desk / technical service experience supporting a service desk with relevant certification
- Excellent communication skills
- Dependable, outgoing and positive
- Excellent problem solving skills
- Willingness to work effectively within a team environment in a fast-paced support role
- Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment
- U.S. citizen or green card holder who has resided in the U.S. for at least 3 years
- Ability to obtain a public trust
- Shifts are M-F 7am-7pm EST
Benefits:
- Ability to obtain the HDI Customer Service Representative Certification within 6 months of employment
- Remote work arrangement
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