Service Desk Agent - Remote

Overview

We are hiring a Service Desk Agent to provide telephone technical support for hardware, systems, and applications for FAA employees and non-employees globally.

In Short

• Provide technical support via telephone, email, and chat.
• Resolve account, operating system, application, and network issues.
• Document troubleshooting steps and resolutions.
• Escalate complex problems to higher-level technical teams.
• Support PC Computer off-the-shelf products and customer applications.
• Suggest updates to the knowledge base.
• Use ITSM and ServiceNow for ticket documentation.
• Work in a 24x7x365 environment.
• Must be dependable and positive.
• Passion for Information Technology.

Requirements

• Excellent communication skills.
• Ability to work in a team environment.
• Technical proficiency in MS Office, Windows, and Active Directory.
• Help Desk Institute Certification preferred.
• Associates degree or equivalent experience.
• Experience with Active Directory and ServiceNow.
• Must be a U.S. citizen or green card holder.

Benefits

• Opportunity to grow in the IT industry.
• Work in a supportive team environment.
• Flexible remote work options.