Service Desk Agent

Key Responsibilities:

• Customer Support: Provide first-level IT support via phone, email, and monitoring systems to handle service requests and ensure high customer satisfaction.
• Incident & Service Request Management: Create, update, and manage incident tickets, classifying and escalating incidents per established procedures for accurate resolution.
• Monitoring & Escalation: Monitor alerts using tools like Operation Bridge Manager, following documented instructions and escalating high-priority incidents with proper documentation.

Qualifications:

• Basic Qualifications: High School plus advanced training and at least 3 years of Service Desk or IT support experience, proficiency in Microsoft Office, and strong communication skills.
• Preferred Qualifications: ITIL Foundation certification and an active Public Trust clearance are preferred for this role.