USPTO | Tier I | Service Desk Agent | Morgantown, West Virginia (WV)

Job Description

Job Description

Description:

Ares Enterprise is seeking fifteen (15) customer-focused Service Desk Agent (Tier I) to provide front-line technical support to U.S. Patent and Trademark Office employees and contractors. The Service Desk Agent will serve as the initial point of contact for users experiencing hardware, software, account, connectivity, and application-related issues.

The successful candidate will receive and respond to customer inquiries through telephone, email, voicemail, chat, Microsoft Teams, and self-service portals. This position is responsible for resolving incidents at the first point of contact whenever possible, fulfilling standard service requests, documenting all support activities, and escalating unresolved issues to the appropriate technical support teams.

Ares Enterprise is an ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001:2022-certified technology and professional services company. We provide mission-focused solutions to federal customers while maintaining a collaborative environment that values technical excellence, professional development, continuous improvement, and exceptional customer service.

The Service Desk Agent will:

• Serve as the Tier I single point of contact for Service Desk inquiries from USPTO employees and contractors. 
• Receive and respond to customer contacts through telephone, email, voicemail, chat, Microsoft Teams, and self-service portals. 
• Troubleshoot and resolve common hardware, software, operating system, account, authentication, connectivity, peripheral, and business application issues. 
• Create, categorize, prioritize, update, document, and close incidents and service requests within the ServiceNow Service Management Platform. 
• Provide support for Windows-based desktops and laptops, Microsoft 365 applications, Microsoft Teams, printers, mobile devices, peripherals, and approved telework environments. 
• Assist users with password resets, account access, multifactor authentication, remote access, and other identity and access management issues. 
• Apply approved troubleshooting procedures, diagnostic tools, scripts, standard operating procedures, and knowledge articles. 
• Meet established first-contact and first-call resolution objectives whenever possible. 
• Escalate unresolved or complex incidents to the appropriate resolver group or specialized support team in accordance with established procedures. 
• Maintain complete, accurate, and timely ticket documentation, including troubleshooting steps, customer communications, actions taken, and resolution details. 
• Monitor assigned ticket queues and ensure incidents and service requests are handled within established service-level agreements. 
• Communicate technical information clearly and professionally to users with varying levels of technical proficiency. 
• Support ServiceNow capabilities such as Now Assist, virtual agents, automated workflows, and AI-enabled knowledge tools. 
• Identify recurring incidents, knowledge gaps, and potential opportunities for service or process improvement. 
• Contribute to the creation, review, and maintenance of knowledge articles and Service Desk documentation. 
• Follow applicable USPTO security, privacy, quality management, and information technology service management requirements. 
• Participate in training, quality reviews, team meetings, shift handoffs, surge support, and continuous improvement activities. 
• Support extended operating hours, weekend coverage, and surge activities as required. 
• Perform other Service Desk and technical support duties as assigned.

• Must be legally authorized to work in the United States and meet all applicable federal contract, suitability, and residency requirements. 
• Must have continuously resided in the United States for the previous two years, subject to any exceptions permitted under applicable federal requirements. 
• Must be able to successfully complete a federal background investigation and obtain and maintain a Public Trust determination. 
• Associate degree or higher in information technology, computer science, information systems, or a related discipline; a high school diploma or equivalent combined with relevant technical certifications, training, or experience may be accepted in place of a degree. 
• At least one year of information technology, technical support, customer support, help desk, or Service Desk experience. 
• Working knowledge of Windows operating systems and Microsoft 365 applications. 
• Familiarity with desktop and laptop hardware, peripheral devices, network connectivity, and common information technology troubleshooting methods. 
• Basic understanding of network hardware, protocols, remote connectivity, and information security practices. 
• Ability to document incidents, troubleshooting activities, and resolutions clearly and accurately. 
• Strong verbal and written communication skills. 
• Strong customer service, active listening, analytical, and problem-solving skills. 
• Ability to follow established procedures while exercising sound judgment when troubleshooting customer issues. 
• Ability to work effectively in a structured, metrics-driven, and team-oriented environment. 
• Ability to manage multiple customer inquiries and priorities while maintaining professionalism and attention to detail. 
• Reliable attendance and the ability to work an assigned shift within the Service Desk’s operating schedule. 

The Service Desk is expected to operate during the following hours:

• Monday through Friday: 7:30 a.m. to 10:00 p.m. 
• Saturday: 7:30 a.m. to 4:00 p.m. 

Employees will generally be assigned an eight-hour shift, five days per week. Specific shifts may include daytime, evening, and Saturday coverage. Work schedules may be adjusted based on Government requirements, operational needs, or surge activities.

• Previous experience supporting a federal Government customer. 
• Experience working in a Tier I help desk or enterprise Service Desk environment. 
• Experience using ServiceNow or a comparable information technology service management platform. 
• Experience supporting Active Directory, password resets, account provisioning, multifactor authentication, and remote access. 
• Familiarity with Microsoft Teams, Microsoft 365, virtual private networks, mobile devices, printers, and telework support. 
• Knowledge of incident management, service request management, knowledge management, and escalation procedures. 
• Familiarity with artificial intelligence-enabled Service Desk tools, virtual agents, or automated workflows. 
• HDI Support Center Analyst certification. 
• ITIL 4 Foundation certification. 
• CompTIA A+, Network+, Security+, or a comparable information technology certification. 
• Experience working in a collaborative, process-oriented, and service-level agreement-driven environment. 

• Customer service orientation 
• Technical troubleshooting 
• Clear and professional communication 
• Attention to detail 
• Documentation accuracy 
• Accountability and reliability 
• Teamwork and collaboration 
• Time and priority management 
• Adaptability and continuous learning 
• Commitment to information security and customer privacy