Job Description

Service Desk Agent – Tier 1

**Onsite in Oak Ridge, TN**

***U.S Citizenship Required**

The Service Desk (Tier 1) Support Contractor will serve as the primary point of contact for all end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs). The contractor will support a wide range of enterprise IT services and technologies, ensuring reliable and efficient IT operations for both on-site and remote users. This role is stationed at Oak Ridge, TN and requires full on-site.

Key Responsibilities

• Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate.
• Respond to incidents and service requests according to assigned criticality and established SLAs.
• Operate and maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups.
• Support enterprise IT services and end-user technologies, including:
• Operating systems (Windows, macOS)
• Office productivity platforms (Microsoft 365)
• Cloud collaboration tools
• Mobile devices (iOS, Android)
• Common peripherals and communication services
• Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools.
• Ensure Service Desk personnel maintain foundational knowledge in hardware, software, networking, and troubleshooting methodologies aligned with industry standards (CompTIA A+, ITIL v4 Foundations, HDI).
• Demonstrate proficiency in modern productivity and collaboration tools (Microsoft 365), basic data analysis tools (Power BI), and awareness of emerging technologies such as AI-driven tools and self-service platforms.
• Contribute to and maintain a knowledge base of common issues and solutions to promote user self-service and reduce call volume.
• Conduct trend and root cause analysis to identify opportunities for incident reduction and service improvement.
• Support the generation of operational metrics and reports to support performance monitoring and continuous improvement, including incident trends, recurring issues, service request volumes, and customer satisfaction data. Provide ad hoc reports as requested.
• Demonstrate flexibility to support evolving technology platforms, service delivery models, and organizational needs as directed.
• Support a shared on-call schedule as needed

Qualifications

• U.S Citizenship
• Excellent communication and customer service skills.
• Foundational knowledge equivalent to CompTIA A+ or similar industry-recognized certifications.
• Familiarity with ITIL v4 Foundations or HDI standards for IT service management.
• Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI.
• Strong troubleshooting skills across hardware, software, and networking concepts.
• Ability to adapt to new technologies and evolving service delivery mo

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