Service Desk Agent (Tier I)

Overview

Strategic Operational Solutions (STOPSO) 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. The position can be filled onsite at a Government facility or at a contractor‑provided facility. STOPSO is ISO 9001, ISO 20000‑1, ISO 27001 certified and CMMI‑SVC Level 2 appraised IT Services and Solutions company.

Primary Responsibilities

• Serve as the Tier 1 single point of contact for USPTO employees and contractors requiring technical support.
• Receive customer contacts through telephone, email, voicemail, chat, Microsoft Teams, and self‑service portals.
• Provide incident resolution, service request fulfillment, and escalation support in accordance with USPTO procedures and established SLAs.
• 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

• U.S. Citizen or have official legal status in the United States and have continuously resided in the United States for the last two years (must pass federal background investigation and obtain a Public Trust).
• Associate degree or higher in information technology or related field; or high school diploma with relevant IT certification(s)/training/experience in place of a degree.
• One (1) or more years of information technology experience.
• Technical experience with current network hardware, protocols, and standards.
• Knowledge of Windows operating systems and Microsoft Office products.
• Strong communication and customer service skills.
• Flexible shift availability; ability to work the schedule outlined below.

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.

Schedule

• Monday to Friday – 7:30 AM to 10:00 PM
• Saturday – 7:30 AM to 4:00 PM
• Shifts will likely be scheduled eight (8) hours a day, five (5) days a week.