Job: Service Desk Agent

Second-61: Our foundation is built upon the heart of patriotism; grounded in protecting that which matters most as Vigilant Defenders. We look forward to meeting you and sharing our mission to love and honor each other, our community, our country, and our customers, through superb services as their front-line Vigilant Defenders.

Position Description: We’re hiring a Service Desk Agent to provide telephone technical support of hardware, systems, sub-systems and/or applications for FAA employee and non-employee user base, spanning the globe in support of the United States and interests abroad. In this role you’ll field questions about installation, operation, configuration, customization, and usage of assigned products and will apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. When necessary, you’ll escalate complex problems to a higher level of expertise within organization.

Schedule: This is a 24x7x365 environment

Location: Emergent Campus, Florence, CO 

Responsibilities:

• Effectively communicates with end-users via telephone, email and chat to ensure excellent service is provided.
• Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
• Ensures troubleshooting and resolutions are accomplished using industry best practices, resolves technical issues, ensures issues are resolved per FAA direction, and documents steps taken.
• Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.
• Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
• Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve the ability of technical support personnel to detect and resolve problems.
• Uses ITSM and ServiceNow ticket processes to document actions taken.

• Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem solving skills.
• Must be willing to work effectively within a team environment in a fast-paced support role.
• Passion for Information Technology and desire to grow in the industry

Desired Skills and Experience:

• Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products.
• Help Desk Institute (HDI) Certification
• Associates degree related to Computer and Information; or High School degree and up to two (2) years of sufficient technical or customer service experience.
• Experience with the following tools; Active Directory, BeyondTrust (Bomgar), ServiceNow

Background Check:

• Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years with the ability to pass a Federal Background Investigation and obtain a Public Trust.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.