Description 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. Requirements • 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 – 10:00PM; 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 • Knowledge of Windows operating systems and Microsoft Office products. • Strong communication and customer service skills. • HDI Support Center Analyst certification. • ServiceNow experience. • Active Directory and MFA support experience. • ITIL Foundation certification. • Experience working in a team-oriented, collaborative environment