What are the responsibilities and job description for the Service Desk Agent position at CGS?
Service Desk Agent
Employment Type : Full-Time, Mid Level
Department : Information Technology
CGS is seeking a Remote Service Desk Technician who will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems.
CGS brings motivated, highly skilled, and creative people together to solve the government's most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.
Skills and attributes for success :
- Handle Tier 1 service desk escalations through tickets, chat, email, or phone
- Follow up on outstanding requests and ensure timely resolution
- Create accounts and configure hardware as part of on-boarding process
- Support mobility devices
- Provides a single, identified point of contact for all Service Desk and change request services
- Updates and maintains Service Desk records in accordance with established support procedures
- Performs account password administration and processes new user account requests
- Develops, maintains, and executes standard Service Desk operating procedures
- Follows security requirements as requested by the Government Security Officer
- Monitors customer problems to ensure prompt, satisfactory service / resolution is being provided; if necessary call the user to update them on progress
- Processes standard change requests (ITSM tickets) for Installations, Moves, Adds, and Changes (IMACs)
- Remain on queue and available to assist end users during the specified shifts, excluding approved breaks, lunches, or off-queue time approved by your Manager, Supervisor, and / or Team Lead
- Manages the user's expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
Qualifications :
Our commitment :
Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client's specific needs. We are committed to solving the most challenging and dynamic problems.
For the past seven years, we've been growing our government contracting portfolio, and along the way, we've created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.
Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.
We care about our employees. Therefore, we offer a comprehensive benefits package.
Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Join our team and become part of meaningful government innovation!
Explore additional job opportunities with CGS on our Job Board :
https : / / cgsfederal.com / join-our-team /
For more information about CGS please visit : https : / / www.cgsfederal.com or contact :
Email : info@cgsfederal.com
24,752 - $31,824 a year
PI261925707
Salary : $24,752 - $31,824
