Service Desk Agent

Role Overview We are seeking energetic and reliable Service Desk Agents to manage inbound and outbound calls, address internal customer issues, and direct calls/tickets to support teams when necessary. The Service Desk Agents serve as the first point of contact for customers’ service issues and are expected to provide outstanding customer service, communication, and accurate decision making. Essential Duties Manage large amounts of inbound and outbound calls in a timely manner. Follow call center “scripts/troubleshooting guides” when handling different topics. Identify customers’ needs, clarify information, and provide solutions. Monitor tickets & workflows and meet team’s SLAs. Create documentation where documentation is absent. Administer Active Directory accounts. Utilize remote user support tools to provide support. Understand basics of Windows 7, Windows 10, MAC OS, and Microsoft applications (a plus). Knowledge, Skills, Abilities, Experience Ability to obtain and hold a TS/SCI clearance upon hire. Strong communications skills with active listening skills. Self‑driven attitude and problem‑solving attitude. Customer‑service oriented in all situations/personality types. Attention to detail, quick problem solving, and organization. Follow established procedures on routine work; requires instructions only on new assignments. Compensation & Benefits Pay: $18.56 – $39.53 hourly (based on geographic market). Benefits include paid time off, health and welfare insurance, and 401(k) to eligible employees. Eligibility & Security Clearance Must be a U.S. Citizen. The position requires an active U.S. Government security clearance (TS/SCI) and a U.S. person status. Export Control/ITAR applies as described. Equal Employment Opportunity Vantor values diversity in the workplace and is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Reasonable accommodations are provided for applicants with disabilities in compliance with federal and state laws. #J-18808-Ljbffr