Service Desk Agent (3052287)

Abacus Solutions Group:We're built on our shared core values! We are difference-makers,passionate about serving, we work hard with integrity and do the rightthing. Difference makers means that we look at every opportunity as a chanceto make a difference. Passionate about serving means that we are alwayslooking for ways to serve our customers and coworkers. Working hard and doingthe right thing with integrity means that for every decision we make we firstask, "Is the decision consistent with our moral and ethicalprinciples?" We hire, review, reward and recognize our teammates basedon these characteristics, so it is important that you share these values to bePosition Description: We're hiring a Service Desk Agent to providetelephone technical support of hardware, systems, sub-systems and/orapplications for FAA employee and non-employee user base, spanning the globein support of the United States and interests abroad. In this role you'llfield questions about installation, operation, configuration,customization, and usage of assigned products and will apply basicdiagnostic techniques to identify problems, investigate causes and recommendsolutions to correct common failures. When necessary, you'll escalatecomplex problems to a higher level of expertise within organization.Schedule: This is a 24x7x365 environment, must be willing to work shifts.Location: Fully RemoteResponsibilities:Effectively communicates with end-users via telephone, email and chat toensure excellent service is provided.Resolves account, operating system, application, software, mobiledevice, desktop and network issues to restore service in a timely manner.Ensures troubleshooting and resolutions are accomplished using industry bestpractices, resolves technical issues, ensures issues are resolved per FAAdirection, and documents steps taken.Collects and documents necessary information for appropriate escalation tolevel 2 technical teams if unable to resolve requests on first contact.Provides support for PC Computer off-the-shelf (COTS) products andenterprise-wide customer applications.Suggests updates to the knowledge base by creating documentation describingissues encountered, their resolutions, and works on the development ofprocesses and documentation to improve the ability of technical supportpersonnel to detect and resolve problems.Uses ITSM and ServiceNow ticket processes to document actions taken.RequirementsMust possess excellent communication skills, be dependable, outgoing andpositive with excellent problem solving skills.Must be willing to work effectively within a team environment in a fast-pacedsupport role.Passion for Information Technology and desire to grow in the industryDesired Skills and Experience:Technical proficiency in supporting MS Office 2016+, Windows 7-10,Active Directory, Networks and other COTS products.Help Desk Institute (HDI) CertificationAssociates degree related to Computer and Information; or High School degreeand up to two (2) years of sufficient technical or customer serviceexperience.Experience with the following tools; Active Directory, BeyondTrust(Bomgar), ServiceNowBackground Check:Candidate must be a U.S. citizen with the ability to pass a FederalBackground Investigation and obtain a Public Trust.All qualified applicants will receive consideration for employment withoutregard to age, ancestry, color, family or medical care leave, genderidentity or expression, genetic information, marital status, medicalcondition, national origin, physical or mental disability, politicalaffiliation, protected veteran status, race, religion, sex(including pregnancy), sexual orientation, or any other characteristicprotected by applicable laws, regulations and ordinances. We also considerqualified applicants regardless of criminal histories, consistent with legalreSalary Description $16/hr