Service Desk Agent

🔥 2 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $20 - $25 / hour

⏰ Full Time

🟠 Senior

🔴 Lead

👻 Ghost score 2%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AMERICAN SYSTEMS

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

💼 Consulting

🏥 Healthcare

🎖️ Defense

Consulting • Healthcare • Defense

AMERICAN SYSTEMS is an employee-owned company that specializes in information technology, engineering, and analytical support. Focused on mission support, they provide services such as test and evaluation, training, and digital engineering. With a strong commitment to veteran outreach and a diverse workforce, AMERICAN SYSTEMS aims to empower its employees in their careers while serving a wide array of government contracts.

📋 Description

• Serve as the initial point of contact for end users • Provide Tier I support for IT services and custom-developed and corporate applications • Handle customer inquiries, call center requests, and troubleshooting • Manage hardware and software support for VTC systems, desktops, printers, and peripherals • Escalate unresolved technical issues and dispatch trouble tickets to regional IT teams • Track and report customer responses and ticket resolutions, ensuring follow-up • Maintain IT equipment loaner pools • Support remote access, VPN, WebEx, and RSA token distribution • Manage accounts, including creation, modification, and password/PIN resets • Communicate IT activities, planned outages, and service updates to users • Assist with onboarding and offboarding • Use ITSM systems for support and configuration management • Provide user training as needed

🎯 Requirements

• U.S. Citizenship required • Must be able to pass a federal background investigation and obtain a Public Trust (Tier 4) • Working knowledge of customer service and technology support to users • Experience with call center support applications such as ServiceNow • Knowledge of telephone support for user devices and application software, including MS Office and Microsoft Windows • Basic networking skills • Desktop/laptop hardware knowledge • Web and video conference setup, operations, and recordings • Laptop setup and configuration for meeting setup • Virtual Private Networks (VPN) • Hardware deployment and troubleshooting • Mobile device setup/configuration knowledge • Ability to distinguish between application and system problems • Ability to resolve, recreate, troubleshoot, and escalate problems as needed • Ability to provide excellent customer service • Experience analyzing problems, gathering information, and recognizing solutions • Ability to lift up to 25 lbs. • Ability to bend, stretch, squat, and kneel to move equipment and set up workstations • May need to operate a government vehicle • Must be at least 18 years of age if operating a government vehicle • Must be able to obtain and maintain Defensive Drivers certification if operating a government vehicle • Valid state driver’s license if operating a government vehicle • Must present acceptable identification for customer badging and site access, such as a REAL ID-compliant driver license, U.S. Passport, or other approved GSA identification

🏖️ Benefits

• Healthcare benefits • Paid leave • Retirement plans • Insurance programs • Education and training assistance • Employee ownership

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