Hiring: USPTO | Tier I | Service Desk Agent | Greenville, South Carolina (SC) Company: Ares Enterprise Location: Greenville, SC Job Posted Time: 2026-09-17 08:29:56 Employment Type: Contract / Remote Target Skills & Keywords : AI, ServiceNow About the job Required Skills: •Ares Enterprise is seeking fifteen (15) customer-focused •Service Desk Agent (Tier I) •To provide front-line technical support to U.S. Patent and Trademark Office employees and contractors. The Service Desk Agent will serve as the initial point of contact for users experiencing hardware, software, account, connectivity, and application-related issues. •Serve as the Tier I single point of contact for Service Desk inquiries from USPTO employees and contractors. •Receive and respond to customer contacts through telephone, email, voicemail, chat, Microsoft Teams, and self-service portals. •Troubleshoot and resolve common hardware, software, operating system, account, authentication, connectivity, peripheral, and business application issues. •Create, categorize, prioritize, update, document, and close incidents and service requests within the ServiceNow Service Management Platform. •Provide support for Windows-based desktops and laptops, Microsoft 365 applications, Microsoft Teams, printers, mobile devices, peripherals, and approved telework environments. Qualifications: •Must be legally authorized to work in the United States and meet all applicable federal contract, suitability, and residency requirements. •Must be able to successfully complete a federal background investigation and obtain and maintain a Public Trust determination. •Associate degree or higher in information technology, computer science, information systems, or a related discipline; a high school diploma or equivalent combined with relevant technical certifications, training, or experience may be accepted in place of a degree. •At least one year of information technology, technical support, customer support, help desk, or Service Desk experience. •Solid functional working knowledge of Windows operating systems and Microsoft 365 applications. •Operational familiarity with desktop and laptop hardware, peripheral devices, network connectivity, and common information technology troubleshooting methods. •Basic understanding of network hardware, protocols, remote connectivity, and information security practices. •Demonstrated capacity to document incidents, troubleshooting activities, and resolutions clearly and accurately. •Strong verbal and written communication skills. •Strong customer service, active listening, analytical, and problem-solving skills. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!