Service Desk Agent (IMC00864)

Job Description

Job Description

This position provides analysis and troubleshooting for application-specific issues for a highly visible and high-profile government customer.

Work Location:  On-site in Morgantown, WV.  Flexible shift availability. The hours of operation will be Monday to Friday – 7:30AM – 10:00PM; Saturday: 7:30AM – 4:00PM; Shifts will likely be scheduled eight (8) hours a day, five (5) days a week, based upon the needs and direction of the customer. 

Basic Required Qualifications and Skills:   Note: These are mandatory items that all candidates must have when submitting an application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• Associate degree required; equivalent relevant experience may be considered in lieu of a degree. Acceptable experience may include service desk analyst, customer service representative, help desk technician, or a similar role.
• 1+ years’ experience as a service desk analyst with proven experience in ongoing support of client-specific application systems. 
• Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing. 
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails, with ability to clearly communicate technical issues to non-technical people in a friendly and positive manner. 
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
• Identify and articulate key information in an efficient and timely manner and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers, with a focus on exceeding customer expectations and improving the customer experience.
• Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• This position requires the ability to obtain a Tier 1 Public Trust clearance. 

Desired Qualifications and Skills:   It is desirable that the candidate have the following qualifications:

• ITIL 4 Foundation Certification.
• HDI Support Center Analyst Certification. 
• Possess an IAT level II certification in  ACTIVE status:
• • CCNA Security
  • CySA+
  • GICSP
  • GSEC
  • Security+CE
  • CND
  • SSCP
• Active Directory and MFA support experience. 
• ServiceNow experience.

Essential Duties and Responsibilities:  This position will include, but is not limited to, the following tasks:

• Serve as first point of contact for all Service Desk inquiries.
• Troubleshoot and resolve Tier I incidents to include hardware, software, account, connectivity, and application issues.
• Create, document, update, and resolve tickets within ServiceNow SMP. 
• Achieve first-call resolution objectives whenever possible. 
• Escalate unresolved incidents to APR or specialized support groups. 
• Utilize approved knowledge articles and scripts during customer interactions. 
• Maintain accurate documentation and work logs. 
• Support AI-enabled ServiceNow capabilities, including Now Assist and virtual agents. 
• Participate in knowledge management process improvements initiatives. 
• Support extended operating hours, weekends and surge activities are required. 
• Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email. 
• Other duties as assigned. 

Salary and Benefits Information:
Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries will be based on relevant experience, geographic location, and position and/or contractual requirements, which could fall outside of the listed range. 

Full-time positions at IMC are eligible to participate in any or all of the benefit programs offered, including 401(k) with a 3% employer match, paid time off, paid holidays, FSA spending, dental, vision, health insurance, company-sponsored AD&D, and life insurance. Additional voluntary benefits are offered, such as voluntary life, AD&D, accident, critical illness, hospital, and pet insurance.  Benefits are subject to change.  Positions at IMC may also be eligible for a bonus and/or other incentives.

For more information about IMC’s benefits, please visit our website at -imc/careers

Background Information:

Innovative Management Concepts, Inc. (IMC), a Service-Disabled Veteran-Owned Small Business, provides a broad range of information technology IT services to government and commercial customers by placing a high priority on modernization, enhancing business processes through technology, and creating efficiencies through automation. Since its founding in 1989, IMC has offered solutions and expertise in: IT operations and maintenance, data management, cyber security, systems and network engineering and administration, cloud/hosting services, software development, website services, software quality assurance and testing (including IV&V), and project management. IMC is certified in International Organization for Standardization (ISO) 9001 Quality Management, ISO 27001 Information Technology Security Management, ISO 20000 Information Technology Service Management, and ISO 14001 Environmental Management System. Committed to continuous improvement and information security, IMC has been appraised at level 3 of the CMMI Institute’s Capability Maturity Model Integration for both Development and Services and we are CMMC Level 2 (Ver 2.0) compliant. Find out more about IMC at 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.