Service Desk Agent 1, Federal Accounts - Virtual

Service Desk Agent 1, Federal Accounts - Virtual

Denver, CO, USA

Req #3971

Wednesday, January 29, 2025

At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference - whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.

Our dedicated teams craft solutions experienced by millions every day including:

Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA

Building the first fly pack broadcast system ( transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world

Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis ( LED Display in Times Square, NY

Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe

Founded in 1993, we're a global organization serving local needs with associates worldwide. Learn

( and follow us on LinkedIn ( and Twitter ( .

What part will you play? The Federal Service Desk Level 1 Agent is responsible for handling all client interactions through our ticketing system right from intake all the way through to resolution, making sure to document every step of the process from start to finish. This includes performing initial triage and troubleshooting of the issue, and deciding whether the issue needs to be assigned to the Level 2 team or if a technician needs to be dispatched to the site.

NOTE - this is a fully virtual position, with a fixed work schedule as follows: Tuesday - Saturday, 11pm - 8am EST.

Also, US Citizenship is a requirement for this position due to the government customers it supports.

What will you be doing?

Responsible for 24 x 7 service desk intake operations.

Intake & track service issues and requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts.

Make outbound calls for proactive monitoring of tickets.

Complete level 1 triage/troubleshooting with internal and external clients and ask right questions to process the case forward

Work with team members as needed to ensure proper ticket entitlement/coverage.

Provide remote white glove support for client meetings/events as required.

Adhere to all departmental and company-wide guidelines, practices, policies, and procedures.

Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information.

Work with Level 2 Agents, Field Technicians, subcontractors, and clients to maintain communication on open service tickets.

Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.

Review open tickets to ensure timely resolution.

Provide timely updates to clients on any changes to their service ticket.

Communicate with prospective clients and refer them to Sales as needed.

Determine when an issue requires escalation to a higher-level support member or management.

Deliver committed SLAs across all channels.

Maintain the highest level of customer satisfaction.

Ensure documentation accuracy across tickets, calls, emails and chats for procedure & processes

Follow and implement all directives, policies and procedures issued by management.

Identify, assign, and follow up on work activities of team members.

Follow all new or revised policies, procedures and /or processes and stay compliant

Maintains a high-quality work environment so team members are motivated to perform at their highest level.

Uses appropriate judgment in upward communication regarding department or employee concerns.

Ensures appropriate trainings and compliance courses are fulfilled with 100% commitment

Contribute to work procedures and processes that support the company and departmental standards, procedures, and strategic directives.

Complexity :

Stress tolerance and adaptability.

Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.

Should be willing to go for Federal compliance clearance

Decision Making Authority :

Accountable for identifying issues that need to be escalated to Level 2, Management, or another internal party who can resolve.

Process improvement

Quality Control

Physical Working Environment :

Remote office conditions apply

Use of computer, monitors, and communication tools. Sitting for long periods of time.

What do we require from you?

Education/Certifications:
• High School Diploma or GED
• CompTia A+ Certification (preferred)
• CompTia Network+ Certification (preferred)
• AVIXA CTS Certification (preferred) Required/Desired Knowledge, Experience and Skills:

Must be United States Citizen

Minimum 1+ years related customer service industry experience; or equivalent combination of education and experience.

Experience with audio-visual, corporate video, and/or IT related systems

Experience with ticketing systems (ConnectWise, Salesforce, Service Now, Remedy, Zendesk, etc)

Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.

Ability to write routine reports and correspondence.

Ability to transcribe onsite reports from technicians.

Ability to interpret a variety of instructions furnished in written or oral form.

Ability to solve problems and deal with variables in situations where limited standardization exists.

Ability to provide an excellent customer experience to clients.

Open to feedback and direction

Accountable, reliable and takes ownership.

Proficient with Microsoft Office Suite.

Exceptional interpersonal & communication skills.

Strong attention to detail.

Ability to quickly switch between tasks and work under pressure with excellent results.

Ability to work both independently and within a team.

Excellent organizational skills & ability to maintain accurate records

Ability to work in stressful situations.

Ability to meet deadlines

Experience with ERP and/or CRM applications.

To learn more about becoming part of the Diversified team, visit us at

or email us at
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Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebr.