Service Desk Agent (Tier I)

Ares Enterprise is hiring a Tier I Service Desk Agent onsite in Greenville, SC to deliver front-line technical assistance to USPTO employees and contractors. This role serves as the initial point of contact for issues related to hardware, software, accounts, connectivity, and applications, with support handled through structured ticketing and escalation processes.

Key Responsibilities

• 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 problems 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.
• Provide support for Windows-based desktops and laptops, Microsoft 365 applications, Microsoft Teams, printers, mobile devices, peripherals, and approved telework environments.
• Assist with password resets, account access, multifactor authentication, remote access, and related identity and access management issues.
• Use approved troubleshooting procedures, diagnostic tools, scripts, standard operating procedures, and knowledge articles.
• Meet established first-contact and first-call resolution objectives whenever possible.
• Escalate unresolved or complex issues to the appropriate resolver group or specialized support team according to established procedures.
• Maintain complete, accurate, and timely ticket documentation, including troubleshooting steps, customer communications, actions taken, and resolution details.
• Monitor assigned ticket queues and handle incidents and service requests within established service-level agreements.
• Communicate technical information clearly and professionally 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 potential opportunities for service or process improvement.
• Contribute to the 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.

Required Qualifications

• Legally authorized to work in the United States and meet applicable federal contract, suitability, and residency requirements.
• Continuous U.S. residency for the previous two years, subject to exceptions permitted by applicable federal requirements.
• Ability 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, or a high school diploma or equivalent combined with relevant technical certifications, training, or experience (per the stated allowance).
• 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, peripheral devices, network connectivity, and common IT troubleshooting methods.
• Basic understanding of network hardware, protocols, remote connectivity, and information security practices.
• Ability to document incidents, troubleshooting activities, and resolutions clearly and accurately.
• Strong verbal and written communication skills.
• Customer service, active listening, analytical, and problem-solving skills.
• Ability to follow established procedures while using sound judgment during troubleshooting.
• Ability to work effectively in a structured, metrics-driven, team-oriented environment.
• Ability to manage multiple inquiries and priorities while maintaining professionalism and attention to detail.
• Reliable attendance and ability to work an assigned shift within the Service Desk’s operating schedule.

Technologies

• ServiceNow Service Management Platform
• Microsoft 365 applications
• Microsoft Teams
• Now Assist
• Virtual agents
• Automated workflows
• AI-enabled knowledge tools

Work Schedule

• Monday through Friday: 7:30 a.m. to 10:00 p.m.
• Saturday: 7:30 a.m. to 4:00 p.m.
• Employees will generally be assigned an eight-hour shift, five days per week.
• Specific shifts may include daytime, evening, and Saturday coverage.
• Schedules may be adjusted based on Government requirements, operational needs, or surge activities.

Preferred Qualifications

• Previous experience supporting a federal Government customer.
• Experience working in a Tier I help desk or enterprise Service Desk environment.
• Experience using ServiceNow or a comparable IT service management platform.
• Experience supporting Active Directory, password resets, account provisioning, multifactor authentication, and remote access.
• Familiarity with Microsoft Teams, Microsoft 365, virtual private networks, mobile devices, printers, and telework support.
• Knowledge of incident management, service request management, knowledge management, and escalation procedures.
• Familiarity with AI-enabled Service Desk tools, virtual agents, or automated workflows.
• HDI Support Center Analyst certification.
• ITIL 4 Foundation certification.
• CompTIA A+, Network+, Security+, or a comparable IT certification.
• Experience working in a collaborative, process-oriented, and SLA-driven environment.

Core Competencies

• Customer service orientation
• Technical troubleshooting
• Clear and professional communication
• Attention to detail
• Documentation accuracy
• Accountability and reliability
• Teamwork and collaboration
• Time and priority management
• Adaptability and continuous learning
• Commitment to information security and customer privacy