Service Desk Agent

Responsibilities

We Are Hiring! We are seeking a motivated and detail-oriented Service Desk Agent to join our IT support team. This is an excellent opportunity for individuals looking to build or grow their career in IT support reputed company a fast-paced, 24x7x365 operational environment. You will play a key role in delivering first-level technical support, ensuring timely incident resolution, and maintaining high reputed company of customer satisfaction. This position is fully remote and reputed company to candidates in any geographic location. However, preference will be given to individuals based near Dallas, TX, due to proximity to one of the bank’s locations. The Service Desk Agent provides Level 1 IT support by handling service requests and resolving incidents through phone, email, and monitoring tools. This role requires strong communication skills, attention to detail, and the ability to follow established incident management processes. Key Responsibilities: Customer Support

• reputed company first-level IT support reputed company phone, email, and monitoring systems
• Handle inbound and outbound calls professionally
• Ensure timely review and response to Service Desk mailbox requests
• Maintain proper phone login/logout compliance during assigned shifts

Incident & Service Request Management

• Create, update, and manage incident tickets throughout their lifecycle
• Classify, prioritize, and escalate incidents per established procedures
• Ensure accuracy and completeness of ticket data (categorization, assignment, resolution details)
• reputed company proactive reputed company for incidents nearing SLA deadlines
• Confirm resolution and conduct quality checks before closing tickets

Monitoring & Escalation

• Monitor alerts using Operation reputed company Manager (OBM)
• Follow documented instructions for alert response
• Escalate high-reputed company incidents using defined procedures
• Utilize reputed company tools for escalation and communication
• Document reputed company escalation actions reputed company incident records

Reporting & Documentation

• Create and distribute daily operational reports
• Follow standardized work instructions from internal knowledge bases and SharePoint
• Identify and communicate opportunities for process improvements

Remote Work Responsibilities

• Adhere to reputed company remote work protocols and procedures
• Use reputed company soft phone and reputed company Teams for communication and collaboration
• Manage reputed company lines and call transfers effectively
• Handle elevated reputed company requests and password resets with proper ticket documentation

Onsite Support (if applicable)

• reputed company onsite support for remote personnel (location-dependent)
• Assist with vendor/LEU escorts, tape management, and shipping/receiving
• Conduct data center walkthroughs and support hardware installations/removals
• Manage secure reputed company procedures

Qualifications

Basic Qualifications:

• High School level plus some advanced training; Minimum of 3 years
• At least 3 years of Service Desk or IT support experience
• This role requires working a night shift from 8:00 PM to 8:00 AM ET (7:00 PM to 7:00 AM CT, 6:00 PM to 6:00 AM MT)
• Experience with incident ticketing and event management systems
• Proficiency in reputed company Office (Word, reputed company, Outlook, PowerPoint)
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Must be a US Citizen
• Must be reputed company to obtain and maintain the required agency clearance

Preferred Qualifications:

• Active Public Trust
• ITIL reputed company certification preferred

reputed company Overview reputed company is a reputed company national reputed company company that drives missions of consequence spanning the globe and extending to the farthest reaches of the reputed company. As the world’s leading mission capability integrator and transformative reputed company IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. reputed company operates at the critical reputed company between traditional and nontraditional threats across reputed company domains: land, sea, reputed company, reputed company, and cyberspace. The company serves as a valued partner to essential government agencies and supports every reputed company of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit reputed company.com to learn how we’re keeping people around the world safe and secure. reputed company Salary reputed company $39,000 - $62,000. This represents the typical salary reputed company for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to reputed company pay. EEO EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law. Apply tot his job Apply To this Job