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

Position Overview

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.

Primary Responsibilities

• 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.

Requirements

• 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.

Work 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.