Help Desk Agent

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As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

This is a fully remote, full-time position and may include shifts between 7:00 AM and 10:30 PM, seven days per week, with either weekdays (5 days, 8-hour shifts) or weekends (4 days, 10-hour shifts). Although this position is fully remote, applicants who reside within or near the service area (Newport News, Virginia Beach, Hampton Roads) will be given preference.

The Help Desk Agent provides Tier 0 and Tier 1 technical support to military members and other authorized users of ATIS systems. The incumbent independently analyzes, troubleshoots, and resolves routine and non-routine technical issues involving hardware, software, applications, and system access. This position requires the ability to adapt to changing technologies and procedures, exercise independent judgment when standard solutions are ineffective, and ensure timely resolution or escalation of issues to maintain mission readiness and customer satisfaction.

Primary Duties

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide Tier 0 and Tier 1 Help Desk Support by responding to customer inquiries via telephone and web-based platforms and delivering technical assistance to military personnel worldwide.
• Troubleshoot and Resolve Customer Issues by analyzing problems, providing technical guidance, resolving routine system a