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.