Service Desk Agent (Tier I)

The Service Desk Agent serves as the Tier 1 single point of contact for USPTO employees and contractors requiring technical support. Agents receive customer contacts through telephone, email, voicemail, chat, Microsoft Teams, and self-service portals, providing incident resolution, service request fulfillment, and escalation support in accordance with USPTO procedures and established SLAs.

Additionally, in this position you will:

• Serve as the first point of contact for all Service Desk inquiries.
• Troubleshoot hardware, software, account, connectivity, and application issues.
• Create, update, document, and resolve tickets within ServiceNow SMP.
• Support Microsoft Teams, desktop applications, laptop systems, peripherals, and approved telwork users.
• Achieve first-call resolution objectives whenever possible.
• Escalate unresolved incidents to APR or specialized support groups.
• Utilize approved knowledge articles and scripts during customer interactions.
• Maintain accurate documentation and work logs.
• Support AI-enabled ServiceNow capabilities, including Now Assist and virtual agents.
• Participate in knowledge management and process improvement initiatives.
• Support extended operating hours, weekends, and surge activities as required.

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), we will not consider candidates for this position who do not meet the aforementioned conditions.
• Must be able to pass federal background investigation and obtain a Public Trust
• Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree
• One (1) or more years of information technology experience
• Flexible shift availability. The hours of operation will be Monday to Friday – 7:30AM – 10:00PM; Saturday: 7:30AM – 4:00PM; Shifts will likely be scheduled eight (8) hours a day, five (5) days a week
• Technical experience with current network hardware, protocols, and standards
• Knowledge of Windows operating systems and Microsoft Office products.
• Strong communication and customer service skills.
• HDI Support Center Analyst certification.
• ServiceNow experience.
• Active Directory and MFA support experience.
• ITIL Foundation certification.
• Experience working in a team-oriented, collaborative environment