> Markdown version of [/jobs/ext/1086337-service-desk-agent-i](https://www.wearedevelopers.com/jobs/ext/1086337-service-desk-agent-i). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Agent I - **Company:** AMERICAN SYSTEMS - **Location:** Lakewood, CO, United States - **Experience:** Starter - **Salary:** $41,600.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Applications, Configuration Management, Desktop Computing, Virtual Private Networks (VPN), Microsoft Office, Microsoft Operating Systems, Networking Basics, Remote Access Technology, RSA (Cryptosystem), Cisco WebEx, Network Routers, Peripherals, Computer Equipment, Information Technology, Network Server, Servicenow - **Published:** June 2, 2026 - **Apply:** https://www.clearancejobs.com/jobs/8947128/service-desk-agent-i ## About the Role * As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C) . * Must be able to pass federal background investigation and obtain a Public Trust. * Working knowledge of customer service and technology support to users. * Experience with call center support applications such as Service-Now. * Knowledge of telephone support for user devices and application software: + MS Office + Microsoft OS Windows + Basic networking skills + Desktop/laptop hardware + Web and video conference setup, operations, and recordings + Laptop setup and configuration for meeting setup + Virtual Private Networks (VPN) + Hardware deployment and troubleshooting + Mobile device setup/configuration knowledge * Ability to distinguish between application and system problems. * Ability to resolve, recreate, troubleshoot, and escalate problems as needed. * Ability to relate to users on a professional level; provide excellent customer service. * Experience in analyzing problems, gathering information, and recognizing solutions. * Must be able to: + Lift up to 25 lbs. + Bend, stretch, squat, kneel, to move equipment, set up workstations (projectors, TV screens, computers, servers, routers, printers, tools, etc.). * This position may require the ability to operate a government vehicle. The incumbent must be at least 18 years of age, able to obtain and maintain Defensive Drivers certification, and have a valid state driver's license. * Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document from the GSA Required Identification List . ## Description An Average Day : As a Service Desk Agent I you will serve as the initial point of contact for end users, providing tier I support for IT services and custom developed and corporate applications. * Provide first-line support for customer inquiries, handling call center requests and troubleshooting issues. * Manage hardware and software support for VTC systems, desktops, printers, and peripherals. * Escalate unresolved technical issues and dispatch trouble tickets to regional IT teams. * Track and report on customer responses and resolutions to tickets, ensuring follow-up. * Maintain IT equipment loaner pools, ensuring availability and readiness. * Support remote access, VPN, WebEx, and RSA token distribution for secure connectivity. * Handle account management, including creation, modification, and password/PIN resets. * Communicate IT activities, planned outages, and service updates to users. * Assist with onboarding and offboarding tasks, ensuring smooth transitions. * Utilize ITSM systems for support and configuration management, providing user training as needed. ## Related Videos - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)