Tier I Service Desk Agent

Tier I Service Desk Agents provide first-line customer support for organizational employees, contractors, government agencies (PGAs), and trade partners. They resolve common IT issues, escalate complex incidents, and maintain service standards. They serve as the initial point of contact, offering 24/7 assistance.

Requirements

• Answer and respond to incoming calls, chats, and emails from customers, PGAs, and trade partners.
• Document all incidents and requests in the IT Service Management (ITSM) tool (e.g., ServiceNow).
• Participate in major incident handling, escalating and tracking incidents that impact multiple users or high-priority customers.
• Conduct customer Portal validation checks.
• Provide bilingual support (Spanish/English) as needed.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement