Service Desk Agent

ARES Enterprise is seeking customer-focused Service Desk Agents (Tier I) to support U.S. Patent and Trademark Office employees and contractors. This onsite role in Ashburn, VA is the front line for technical help, handling everyday issues across devices, accounts, connectivity, and key business applications while meeting service and resolution expectations.

As the initial point of contact, you will help users through phone, email, voicemail, chat, Microsoft Teams, and self-service channels, working to resolve incidents at first contact whenever possible and escalating when issues require specialized attention.

What you’ll do

• Act as the Tier I single point of contact for Service Desk inquiries from USPTO employees and contractors.
• Receive and respond to customer contacts via telephone, email, voicemail, chat, Microsoft Teams, and self-service portals.
• Troubleshoot and resolve common issues involving hardware, software, operating systems, accounts, authentication, connectivity, peripherals, and business applications.
• Create, categorize, prioritize, update, document, and close incidents and service requests in the ServiceNow Service Management Platform.
• Support Windows-based desktops and laptops, Microsoft 365 applications, Microsoft Teams, printers, mobile devices, peripherals, and approved telework environments.
• Help with password resets, account access, multifactor authentication, remote access, and other identity and access management issues.
• Use approved troubleshooting procedures, diagnostic tools, scripts, standard operating procedures, and knowledge articles.
• Target established first-contact and first-call resolution objectives when possible.
• Escalate unresolved or complex incidents to the appropriate resolver group or specialized support team per documented procedures.
• Maintain accurate, timely ticket notes, including troubleshooting steps, customer communication, actions taken, and resolution details.
• Monitor assigned ticket queues and ensure incidents and service requests are handled within established service-level agreements.
• Communicate technical information clearly to users with varying technical proficiency.
• Support ServiceNow capabilities including Now Assist, virtual agents, automated workflows, and AI-enabled knowledge tools.
• Identify recurring incidents, knowledge gaps, and improvement opportunities.
• Contribute to creation, review, and maintenance of knowledge articles and Service Desk documentation.
• Follow applicable USPTO security, privacy, quality management, and IT service management requirements.
• Participate in training, quality reviews, team meetings, shift handoffs, surge support, and continuous improvement activities.
• Support extended operating hours, weekend coverage, and surge activities as required.
• Perform other Service Desk and technical support duties as assigned.

Qualifications

• Must be legally authorized to work in the United States and meet all applicable federal contract, suitability, and residency requirements.
• Must have continuously resided in the United States for the previous two years, subject to any exceptions permitted under applicable federal requirements.
• Must be able to complete a federal background investigation and obtain and maintain a Public Trust determination.
• Associate degree or higher in information technology, computer science, information systems, or a related discipline; a high school diploma or equivalent with relevant technical certifications, training, or experience may be accepted in place of a degree.
• At least one year of information technology, technical support, customer support, help desk, or Service Desk experience.
• Working knowledge of Windows operating systems and Microsoft 365 applications.
• Familiarity with desktop and laptop hardware, peripherals, network connectivity, and common IT troubleshooting methods.
• Basic understanding of network hardware, protocols, remote connectivity, and information security practices.
• Ability to document incidents, troubleshooting, and resolutions clearly and accurately.
• Strong verbal and written communication, along with customer service, active listening, analytical, and problem-solving skills.
• Ability to follow established procedures while using sound judgment during troubleshooting.
• Ability to work in a structured, metrics-driven, team-oriented environment and manage multiple priorities professionally.
• Reliable attendance and ability to work an assigned shift within the Service Desk operating schedule.

Tools you’ll work with

• ServiceNow Service Management Platform, including Now Assist, virtual agents, automated workflows, and AI-enabled knowledge tools
• ServiceNow knowledge tools
• Microsoft 365 and Microsoft Teams
• Windows operating systems
• Active Directory, multifactor authentication, and remote access

Schedule

• Monday through Friday: 7:30 a.m. to 10:00 p.m.
• Saturday: 7:30 a.m. to 4:00 p.m.
• Shifts are generally eight hours, five days per week.
• Assignments may include daytime, evening, and Saturday coverage.
• Schedules may adjust based on Government requirements, operational needs, or surge activities.