22 Service Desk Agent Jobs in Huntsville, AL
Contact Government Services is Hiring a Service Desk Agent Near Huntsville, AL
- Handle Tier 1 service desk escalations through tickets, chat, email, or phone
- Follow up on outstanding requests and ensure timely resolution
- Create accounts and configure hardware as part of on-boarding process
- Support mobility devices
- Provides a single, identified point of contact for all Service Desk and change request services
- Updates and maintains Service Desk records in accordance with established support procedures
- Performs account password administration and processes new user account requests
- Develops, maintains, and executes standard Service Desk operating procedures
- Follows security requirements as requested by the Government Security Officer
- Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
- Processes standard change requests (ITSM tickets) for Installations, Moves, Adds, and Changes (IMACs)
- Remain on queue and available to assist end users during the specified shifts, excluding approved breaks, lunches, or off-queue time approved by your Manager, Supervisor, and/or Team Lead
- Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
- Must already have or be able to obtain and maintain a Public Trust Security Clearance with the Department of Justice
- High School Diploma or equivalent with 3 years of applicable work experience
- US Citizenship
- Previous Service Desk Experience
- Ability to run reports
- Experience supporting Windows 10 and MS Office 365
- Must be able to pay close attention to details
- Must have the ability to adapt to changing work requirements, multiple tasks, and priorities, and be able to exercise discretion.
- Experience with Active Directory and identity management systems, adding and modifying users, fulfilling user account requests, and troubleshooting
- Experience with two-factor authentication, password resets, PIV setup, and device management
- Experience with VoIP and mobile phone activation and hardware and software requests
- Skilled in telework and virtual meeting environments
- Experience with HID and physical point-of-entry authentication systems
- Experience using IT ticketing systems (Remedy, ServiceNow, JIRA, etc)
- Strong analytical and follow-through skills
- Strong verbal and written communication skills
- Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
- Ability to work well independently on defined tasks
- Ability to work well as part of a team
- Ability to work any shift, morning, evening, or overnight on a 24x7x365 schedule. Rotational work on holidays is required. Flexible Schedule, The startup schedule may require different hours.
- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays
Job Summary
Full Time
$49k-62k (estimate)
03/25/2024
07/20/2024
The job skills required for Service Desk Agent include Troubleshooting, Service Desk, Active Directory, Installation, Written Communication, Commitment, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Agent. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Agent. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Agent positions, which can be used as a reference in future career path planning. As a Service Desk Agent, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Agent. You can explore the career advancement for a Service Desk Agent below and select your interested title to get hiring information.
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