Service Desk Agent (Tier I)

Job Description

Job Description

Overview of Position

Rexley is seeking candidates for a Service Desk Agent role that serves as the front-line customer service connection for the organization, responding to public inquiries about a wide range of Government programs and services. Your goal will be to provide customers with accurate, efficient, and courteous responses to their requests. This role could be filled either onsite at a Government facility or at a contractor-provided facility.

Rexley is an IT Services and Solutions company. We look for talented people to join our team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, and our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Primary Responsibilities

The Service Desk Agent serves as the Tier 1 single point of contact for USPTO employees and contractors requiring technical support. Agents receive customer contacts through telephone, email, voicemail, chat, Microsoft Teams, and self-service portals, providing incident resolution, service request fulfillment, and escalation support in accordance with USPTO procedures and established SLAs.

Additionally, in this position you will:

• Serve as the first point of contact for all Service Desk inquiries.
• Troubleshoot hardware, software, account, connectivity, and application issues.
• Create, update, document, and resolve tickets within ServiceNow SMP.
• Support Microsoft Teams, desktop applications, laptop systems, peripherals, and approved telework users.
• 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 and process improvement initiatives.
• Support extended operating hours, weekends, and surge activities as required.

Qualifications

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditions.
• Must be able to pass a federal background investigation and obtain a Public Trust clearance.
• Associate degree or higher in information technology or a related field; or a high school diploma and relevant information technology certification(s)/training/years of experience in place of a degree.
• One (1) or more years of information technology experience.
• Flexible shift availability. Hours of operation will be Monday to Friday, 7:30 AM – 10:00 PM; Saturday, 7:30 AM – 4:00 PM. Shifts will likely be scheduled eight (8) hours a day, five (5) days a week.
• Technical experience with current network hardware, protocols, and standards.
• Knowledge of Windows operating systems and Microsoft Office products.
• Strong communication and customer service skills.

Desired Skills

• HDI Support Center Analyst certification.
• ServiceNow experience.
• Active Directory and MFA support experience.
• ITIL Foundation certification.
• Experience working in a team-oriented, collaborative environment.