> Markdown version of [/jobs/ext/1312335-service-desk-agent-i](https://www.wearedevelopers.com/jobs/ext/1312335-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:** Weaverville, NC, United States - **Experience:** Starter - **Salary:** $38,480.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Multitier Architecture, Microsoft Outlook, Networking Hardware, Microsoft Office, Microsoft Software, Proprietary Software, Cisco WebEx, Cisco Anyconnect, Diagnostic Tools, Computer Equipment, Information Technology - **Published:** July 17, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9038051/service-desk-agent-i ## About the Role * 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 - 7:00PM; 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. * Application support experience. * Knowledge of applicable data privacy practices and laws. * Excellent troubleshooting skills. * Proficiency in Word, Excel, Outlook, database management. * Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations. * Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities. * Experience working in a team-oriented, collaborative environment. * 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 As Service Desk Agent I, you will perform Tier I and Tier II information technology related help desk duties through phone and email support. You will provide support for members of USPTO in carrying out the agency's mission, including working on proprietary software and systems. Additionally, in this position you will: * Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes. * Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution. * Maintain and troubleshoot business line applications which could include remote installation or redeployment of software. * Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc. * Provide technical support over the phone and/or via email. * Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed. * Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when/if possible. * Meet customer needs and ensure customer satisfaction. * Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation. * Escalate process and policy issues as needed. ## Related Videos - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) - [AX is the only Experience that Matters](https://www.wearedevelopers.com/videos/1404-ax-is-the-only-experience-that-matters) - [From Tables to Graphs in Minutes: Supercharging Kusto Graph Analytics with AI-Powered Development](https://www.wearedevelopers.com/videos/1543-from-tables-to-graphs-in-minutes-supercharging-kusto-graph-analytics-with-ai-powered-development) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)