Service Desk Agent I

AMERICAN SYSTEMS

. Serve as the initial point of contact for end users, providing Tier I support for IT services and custom-developed and corporate applications .

Posted 9/17/2026full-timeLakewood • Colorado • United StatesSeniorLead💰 $21 - $34 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Tier I IT support, including troubleshooting hardware and software issues, managing user accounts, and utilizing ITSM systems. Proficient in customer service, remote access technologies, and maintaining IT equipment for optimal performance.

Highest-signal resume keywords

Tier I IT SupportServiceNow ExperienceVirtual Private Networks (VPN)Customer Service ExcellenceDesktop/Laptop Hardware Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAccount ManagementBasic Networking SkillsWeb and Video Conference SetupHardware DeploymentMobile Device Setup/ConfigurationMS Office ProficiencyMicrosoft Windows KnowledgeITSM Systems UtilizationCall Center Support

Soft Skills

Excellent Customer ServiceProblem AnalysisCommunication Skills

Tools & Technologies

ITSM SystemsWebExRSA TokenVTC Systems

Certifications & Qualifications

Public Trust (Tier 4)Defensive Drivers Certification

Industry Keywords

End User SupportCall Center RequestsTicket ResolutionIT Equipment Loaner PoolsOnboarding and Offboarding

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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, handle call center requests, and troubleshoot 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 customer responses and ticket resolutions, ensuring follow-up
Maintain IT equipment loaner pools and ensure availability and readiness
Support remote access, VPN, WebEx, and RSA token distribution for secure connectivity
Handle account management, including account creation, modification, and password/PIN resets
Communicate IT activities, planned outages, and service updates to users
Assist with onboarding and offboarding tasks
Utilize ITSM systems for support and configuration management
Provide user training as needed

Requirements

What you’ll need

Must be a U.S. Citizen
Must be able to pass a federal background investigation and obtain a Public Trust (Tier 4)
Working knowledge of customer service and technology support to users
Experience with call center support applications such as ServiceNow
Knowledge of telephone support for user devices and application software, including MS Office and Microsoft Windows
Basic networking skills
Desktop/laptop hardware knowledge
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 provide excellent customer service
Experience analyzing problems, gathering information, and recognizing solutions
Must be able to lift up to 25 lbs.
Must be able to bend, stretch, squat, and kneel to move equipment and set up workstations
Must be at least 18 years of age if operating a government vehicle
Must be able to obtain and maintain Defensive Drivers certification
Must have a valid state driver’s license if operating a government vehicle
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 GSA document

Benefits

Comp & perks

Healthcare benefits
Paid leave
Retirement plans
Insurance programs
Education and training assistance
Growth and development opportunities