Help Desk Tier I Agent

Job Overview

TekSynap is seeking a part-time Help Desk Tier I Agent to support the USDA Forest Service. This remote role provides frontline assistance by answering user calls, emails, and support tickets related to IT equipment and services. Although an extensive IT background isn't mandatory, strong communication and troubleshooting abilities are essential.

Key Responsibilities

• Respond promptly to user inquiries via calls, emails, and tickets, delivering general IT support.
• Create, update, and close help desk tickets accurately in the ServiceNOW system.
• Collaborate with Tier I and II teams to ensure appropriate hand-off or escalation of technical issues.
• Handle Tier I incident management activities including basic fixes, troubleshooting, and non-invasive remedial actions.
• Document incidents clearly and concisely in the ticketing system for efficient resolution.
• Address end-user questions with guidance and problem diagnosis to facilitate timely issue settlement.
• Notify management regarding recurring or systemic problems for further assessment.
• Assign unresolved tickets to Tier 2 or Tier 3 technicians when necessary.
• Coordinate matters concerning security and situational awareness with company management.
• Engage actively in team meetings, process improvement initiatives, and training sessions.
• Maintain professional relationships through exceptional interpersonal and communication skills.

Qualifications and Requirements

• One to three years of relevant experience, preferably within government consulting environments.
• Fluent verbal and written English skills, including email and phone communication.
• Ability to maintain required certifications or training as specified by the contract.
• Flexibility to work a part-time schedule up to 20 hours per week, primarily nights (11 pm to 6 am EST) and weekend shifts, with potential for other shifts including days as program needs arise.
• Availability for training during the week of May 27th.
• Successful completion of drug screening.
• Must be a U.S. citizen.

Work Environment and Physical Demands

• Remote telework from a home office with a low noise environment.
• Up to 20 hours per week, mainly night shifts and weekend support, with flexibility to accommodate varying shifts including weekends.
• Less than 10% travel required.
• Physical tasks include frequent use of hands, reaching, talking, hearing, sitting, standing, walking, and occasional lifting (up to 25-50 pounds).
• Vision capabilities needed include focus adjustment and peripheral vision.

Compensation and Additional Info

• Hourly wage range estimated between $15.00 and $16.00, determined by experience and contractual factors.
• TekSynap is a drug-free workplace and may require drug testing to maintain a safe workplace.
• Security clearances may be required and are limited to U.S. citizens.
• Equal employment opportunities are provided regardless of protected status.
• TekSynap supports reasonable accommodation for applicants with disabilities during the hiring process.