Help Desk Tier I Agent

About the Role

We are seeking a part-time Help Desk Tier I Agent to join our team supporting the USDA Forest Service. The Tier 1 service desk position is responsible for answering calls, logging incidents in the ticketing system, and providing customers with rapid and accurate answers and information. This role does not require an IT background but involves assisting customers in troubleshooting and resolving problems. Strong interpersonal skills, adaptability, and the ability to work collaboratively in a dynamic team setting are essential.

Responsibilities

• Answer user calls, emails, and trouble tickets to provide general user support related to IT equipment or other needs.
• Create, update, and close help desk tickets in the ServiceNOW ticketing system.
• Work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and escalation when needed.
• Provide Tier I support for customers, including incident management activities such as basic fixes, general troubleshooting, and non-invasive corrective actions.
• Act as the entry point for all incidents across the system, performing First Call Resolution (FCR) and documenting incidents clearly and concisely.
• Provide direct support to end users by troubleshooting, diagnosing, and resolving issues in response to customer-reported incidents.
• Alert management to recurring problems and patterns of problems.
• Assign tickets to Tier 2/3 technicians as necessary.
• Coordinate security and situational awareness concerns with TekSynap Management.
• Participate in regular team meetings, process improvement projects, and training.
• Maintain exceptional communication and interpersonal skills to build and maintain professional relationships with customers and staff.

Requirements

• 1-3 years of experience in a help desk or similar support role.
• Prior experience in a government consulting services environment is preferred.
• Must be able to fluently communicate verbally and in writing using English, including emails, deskside support, and telephone calls.
• Maintain any additional certifications or training required by the contract.
• Must successfully pass a drug screen.
• Must be a U.S. Citizen.

Schedule

Part-Time, up to 20 hours per week. Typical schedule includes nights (11 PM - 6 AM EST) and 24-hour weekend support. Must be flexible to support other shifts as needed, including potential day shifts or weekends to meet program and contract needs. Availability for training the week of May 27th is required.

Work Environment

• Location: Remote/telework (home office).
• Noise Level: Low.
• Travel: Less than 10%.
• Physical Demands: While performing the duties of this job, the employee is regularly required to use hands to grip, handle, or feel; reach with hands and arms; talk or hear; stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee may be required to lift up to 50 pounds. Vision requirements include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Pay

Target hourly range: $15.00 - $16.00. The salary range is an estimate and may vary based on the individual’s education, knowledge, skills, competencies, experience, contract parameters, and organizational requirements.

Benefits

Full-time employees are offered a competitive benefits package, including:

• Health, dental, and vision insurance.
• 401K retirement plan.
• Life insurance.
• Short-term and long-term disability plans.
• Vacation time and holidays.