Service Desk Agent (Tier I)

Celestial Innovative Solutions LLC is seeking a Tier I Service Desk Agent to serve as a reliable single point of contact for USPTO employees and contractors. This onsite role in Greenville, SC focuses on fast, accurate technical support through multiple channels, with opportunities to use modern service management tools and AI-enabled capabilities.

Responsibilities

• Act as the first point of contact for all Service Desk inquiries.
• Troubleshoot hardware, software, account, connectivity, and application issues.
• Create, update, document, and resolve tickets within ServiceNow SMP.
• Support Microsoft Teams, desktop applications, laptop systems, peripherals, and approved telwork users.
• Work toward first-call resolution objectives whenever possible.
• Escalate unresolved incidents to APR or designated specialized support groups in accordance with USPTO procedures and SLAs.
• Use approved knowledge articles and scripts during customer interactions.
• Maintain accurate documentation and work logs.
• Support AI-enabled ServiceNow features, including Now Assist and virtual agents.
• Participate in knowledge management and process improvement initiatives.
• Support extended operating hours, including weekends and surge activities as required.

Requirements

• Eligibility requirement: candidates must be either a U.S. Citizen or have official legal status in the United States and have continually resided in the U.S. for the last two years. Candidates who do not meet these conditions will not be considered.
• Ability to pass a federal background investigation and obtain a Public Trust.
• Education: Associate degree or higher in information technology or related field; or a high school diploma with relevant IT certification(s)/training/years of experience in place of degree.
• Experience: 1+ years of information technology experience.
• Shift flexibility: Monday to Friday 7:30AM to 10:00PM; Saturday 7:30AM to 4:00PM. Shifts are likely scheduled eight (8) hours a day, five (5) days a week.
• Technical experience with current network hardware, protocols, and standards.
• Knowledge of Windows operating systems and Microsoft Office products.
• Strong communication and customer service skills.
• HDI Support Center Analyst certification.
• ServiceNow experience.
• Experience supporting Active Directory and MFA.
• ITIL Foundation certification.
• Experience working in a team-oriented, collaborative environment.

Technologies

• ServiceNow SMP
• Microsoft Teams
• Windows operating systems
• Microsoft Office products
• Active Directory
• MFA
• Now Assist
• Virtual agents