Demo

Senior Service Desk Agent

Ignite IT
Washington, MD Full Time
POSTED ON 3/27/2025
AVAILABLE BEFORE 4/25/2025
Ready to Ignite your career and work alongside some of the most innovative and brightest professionals in innovative technology? Ignite IT is one of the fastest growing businesses in the GovCon space. Come work alongside some of the most innovative and brightest professionals in the industry and be part of a mission-driven organization. As a Service Desk Agent, you will provide excellent customer service to our users in a large enterprise environment.

You Will

Respond to user trouble tickets based on established Service-Level Agreements (SLAs), including via phone, chat, or email.

Perform daily user support activities for hardware and software issues related to IT work over the phone and in person.

Use common helpdesk software like ServiceNow, including ITSM modules, Virtual Agent, and ACD/IVR integration applications to track all aspects of trouble tickets, including histories and problem resolution information.

Use Remote assistance tools to help troubleshoot and resolve user issues.

Assist users with installation and configuration issues relating to supported software applications and standard hardware configurations as well as general network access.

Follow up with users to ensure issues have been satisfactorily resolved.

Escalate issues to appropriate teams when necessary while documenting all incidents and requests in the ticketing system.

Direct the activities of other specialists and handle escalated trouble tickets, when required.

Requirements

Associate's degree OR 5 years of relevant experience in customer service and technical support activities.

4 years of technical experience in IT with microcomputers, DOS and Windows operating systems, office application suites (including word processors, spreadsheets, presentation applications, and databases), and client-server applications.

Knowledge of Customer Experience (CX) best practices and Knowledge-Centered Service (KCS) a plus.

Experience with ticket and call management systems (for example, Avaya Elite Multi-channel & Call Management System) preferred.

Excellent communication skills.

Ability to work independently and as part of a team.

Strong problem-solving skills.

Applicants must have the ability to obtain and maintain a Government Security Clearance as required.

Benefits

401(k)

401(k) matching

Dental insurance

Flexible schedule

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Professional development assistance

Referral program

Retirement plan

Tuition reimbursement

Vision insurance

Ignite IT is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, Veteran status, sexual orientation, or other protected characteristic. In accordance with EO 13665 Final Rule, Ignite IT will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

US CITIZENSHIP REQUIRED - Applicants selected must be able to possess and maintain a government clearance as required for access to classified information.

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Senior Service Desk Agent?

Sign up to receive alerts about other jobs on the Senior Service Desk Agent career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$62,988 - $78,225
Income Estimation: 
$70,114 - $86,563
Income Estimation: 
$45,792 - $56,381
Income Estimation: 
$54,256 - $67,602
Income Estimation: 
$70,114 - $86,563
Income Estimation: 
$79,786 - $100,362
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at Ignite IT

Ignite IT
Hired Organization Address Arlington, VA Full Time
Job Description Job Description Ready to Ignite your career and work alongside some of the most innovative and brightest...
Ignite IT
Hired Organization Address Arlington, VA Full Time
Ready to Ignite your career and work alongside some of the most innovative and brightest professionals in emerging and s...
Ignite IT
Hired Organization Address Arlington, VA Full Time
Ready to Ignite your career and work alongside some of the most innovative and brightest professionals in innovative tec...
Ignite IT
Hired Organization Address Washington, MD Full Time
Ready to Ignite your career and work alongside some of the most innovative and brightest professionals in innovative tec...

Not the job you're looking for? Here are some other Senior Service Desk Agent jobs in the Washington, MD area that may be a better fit.

SENIOR SERVICE DESK AGENT

Idaho State Job Bank, Boise, ID

Senior Service Desk Agent

Ignite IT, Washington, DC

AI Assistant is available now!

Feel free to start your new journey!