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# Help Desk Agent

- **Company:** PSI Pax, Inc.
- **Location:** Patuxent River, MD, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Computer Programming, Text Processing, Electronic Mailing, Knowledge Management, Software Engineering, Computer Equipment, Information Technology
- **Published:** July 25, 2026
- **Apply:** https://jobs.jobvite.com/psi-pax/job/oArSufw7/apply

## About the Role

* Must be able to attend an on-site four (4) week training program at NAS PAX River.
 * Less than three (3) years of experience performing work related to the functions in the job description.
 * Must have the ability to work a flexible schedule, which may include night shifts, weekends, and some holiday shifts.
 * Open availability to accommodate surge, fill in for absentees, and other duties within the Tier 1 agent tasks as required.
 * Extensive knowledge and experience of customer service.
 * Good interpersonal, Problem-solving, and Time management skills.
 * Good written, oral, and interpersonal communication skills.
 * Strong attention to detail, organizational skills, and a commitment to quality.
 * Ability to conduct research into PC and software issues and products as required.
 * Eligibility to pass the required Government background check and obtain a public trust level Clearance.

Desired Qualifications:
Preferential consideration for applicants who have:

 * A current, active Non-NISP Clearance, Public Trust or higher-level US clearance
 * Tier 1 Help Desk experience is a plus.

Education Requirements:
Must have a High School Diploma/ GED

## Description

* Provide Tier 1 technical assistance to computer program users.
 * Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
 * Provide assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
 * Follow all processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
 * Communicate with customers to provide status, feedback, or general information regarding their request or inquiry for service.
 * Resolve incidents or requests as required.
 * Conduct customer satisfaction call backs and record results.
 * Attend ongoing Government-provided knowledge transfer and training sessions.
 * Stay abreast of all changes in standard operating procedures.
 * Utilize the Knowledge Management System to assist with call resolution.
 * Attend team meetings as required.


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