Contact Government Services (CGS) is seeking a Helpdesk Agent to support a large federal agency in Clinton, MS. The ideal candidate will have some customer relation experience, be able to handle data entry and a large amount of phone calls and be able to clear a federal criminal and financial background check in order to gain a security clearance.

Primary Responsibilities Include:

• Handle Tier 1 service desk escalations through tickets, chat, email, or phone
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process
• Support mobility devices
• Provides a single, identified point of contact for all Service Desk and change request services
• Updates and maintains Service Desk records in accordance with established support procedures
• Performs account password administration and processes new user account requests
• Develops, maintains, and executes standard Service Desk operating procedures
• Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
• Processes standard change request (ITSM tickets) for Installations, Moves, Adds, and Changes (IMAC’s)
• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Manager, Supervisor, and/or Team Lead
• Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again

Required Qualifications:

• High School Diploma or equivalent with 3+ years of applicable work experience
• US Citizenship
• Previous Service Desk Experience
• Ability to run reports
• Experience supporting Windows 10 and MS Office 365
• Must be able to pay close attention to details
• Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
• Experience with Active Directory and identity management systems, adding and modifying users, fulfilling user account requests, and troubleshooting
• Experience with two-factor authentication, password resets, PIV setup, and device management
• Experience with VoIP and mobile phone activation and hardware and software requests
• Skilled in telework and virtual meeting environments
• Experience with HID and physical point of entry authentication systems
• Experience using IT ticketing systems (Remedy, ServiceNow, JIRA, etc)
• Strong analytical and follow through skills
• Strong verbal and written communications skills
• Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
• Ability to work well independently on defined tasks
• Ability to work well as part of a team

Contact Government Services strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting edge technology with world class personnel to deliver customized solutions that fit specific needs and solve the most challenging, dynamic problems. Our team emphasizes technical expertise and an empathy to public service to provide unique top tier support for our government engagements.

For more information about CGS please visit: https://www.cgsfederal.com

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