Service Desk Agent
Omniscius ConsultingMorgantown, WV
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Overview
Schedule
Alternate-schedule
Full-time
Career level
Entry-level
Remote
On-site
Job Description
Our client is seeking qualified Service Desk Agents to provide Tier I and Tier II technical support services in a fast-paced help desk environment. The Service Desk Agent will support agency personnel by troubleshooting technical issues, supporting proprietary systems and applications, and ensuring high levels of customer satisfaction through phone and email support.
Key Responsibilities
- Provide Tier I and Tier II technical support via phone and email
- Analyze and resolve network hardware, software, and communication issues using diagnostic tools and troubleshooting procedures
- Create, update, and manage service desk tickets using ticketing software
- Escalate tickets appropriately to ensure timely resolution
- Troubleshoot and maintain business line applications, including remote installation and redeployment of software
- Install, configure, and maintain applications and tools including:
- Cisco AnyConnect
- Cisco WebEx
- Microsoft Office Suite
- BitLocker
- Other agency-approved software and systems
- Troubleshoot client computer hardware and software issues
- Recover lost or accidentally deleted data when possible
- Implement technical solutions based on customer and operational requirements
- Follow standard operating procedures (SOPs) and assist with documentation maintenance and updates
- Escalate process and policy concerns as needed
- Deliver exceptional customer service while supporting users in high-stress situations
Minimum Qualifications
- Must be a U.S. Citizen or have official legal status in the United States and have continuously resided in the United States for the last two years in accordance with 8 U.S.C. 1324b(a)(2)(C)
- Must be able to pass a federal background investigation and obtain a Public Trust clearance
- Associate degree or higher in Information Technology or related field; OR
- High school diploma with relevant IT certifications, training, or equivalent experience
- Minimum of one (1) year of information technology experience
- Experience supporting network hardware, protocols, and standards
- Application support experience
- Knowledge of applicable data privacy practices and laws
- Proficiency with Microsoft Word, Excel, Outlook, and database management tools
Preferred Skills & Competencies
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication abilities
- Exceptional customer service and interpersonal skills
- Ability to remain calm and professional in high-pressure environments
- Highly organized with strong attention to detail and accuracy
- Ability to prioritize and manage multiple tasks and deadlines effectively
- Experience working in collaborative, team-oriented environments
Work Schedule
- Flexible shift availability required
- Hours of operation:
- Monday through Friday: 7:30 AM – 7:00 PM
- Saturday: 7:30 AM – 4:00 PM
- Shifts are typically scheduled for eight (8) hours per day, five (5) days per week
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FAQs About Service Desk Agent Jobs at Omniscius Consulting
What is the work location for this position at Omniscius Consulting?
This job at Omniscius Consulting is located in Morgantown, WV, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Omniscius Consulting?
Employer has not shared pay details for this role.
What employment applies to this position at Omniscius Consulting?
Omniscius Consulting lists this position under the following employment categories:
- Alternate-schedule
- Full-time
What experience level is required for this role at Omniscius Consulting?
Omniscius Consulting is looking for a candidate with "Entry-level" experience level.
What is the process to apply for this position at Omniscius Consulting?
You can apply for this role at Omniscius Consulting either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.