Service Desk Specialist Tier I (TSI)

## Description

# **Introductory Statement**

The incumbent serves as a PSC Service Desk Specialist – Tier I for the U.S. Agency for Global Media (USAGM), Office of Technology, Services, and Innovation (TSI), Office of the Chief Information Officer (OCIO), with responsibility for providing first-contact technical support to USAGM and Voice of America network employees worldwide. The PSC Service Desk Specialist – Tier I serves as the initial point of contact for all IT service requests, incident reports, and technical inquiries submitted via phone, email, self-service portal, and walk-up support.

The incumbent requires a thorough knowledge of IT service management principles, desktop and enterprise computing environments, and customer service best practices. The position also requires the ability to clearly communicate technical solutions to non-technical users, to accurately document and categorize incidents and service requests in the IT Service Management (ITSM) tool, and to work effectively in a fast-paced, mission-critical support environment serving a global workforce.

# **Duties**

## **Incident Management and First-Contact Resolution:**

• Serves as the first point of contact for all IT incidents and service requests submitted through authorized intake channels (phone, email, self-service portal, chat, and walk- up). Receives, logs, categorizes, and prioritizes incidents and service requests using the agency’s IT Service Management (ITSM) tool (Ivanti). Performs initial diagnosis and troubleshooting of hardware, software, network connectivity, VPN, email, Active Directory, and enterprise application issues. Resolves Tier I incidents at first contact where possible, applying documented procedures, knowledge base articles, and standard operating procedures (SOPs). Accurately records all troubleshooting steps, resolutions, and user communications in the ITSM ticket system to maintain a complete audit trail. Escalates unresolved incidents to Tier II support or appropriate functional teams with thorough documentation of diagnostic steps taken and relevant technical details. Monitors ticket queues to ensure service level agreement (SLA) compliance for response and resolution times. Performs password resets, account unlocks, and basic provisioning tasks within Active Directory, Microsoft 365, and other identity management systems.

## **Customer Service and Communication:**

• Provides professional, courteous, and timely customer service to all USAGM & VOA employees, and contractors across domestic and international locations. Communicates technical information clearly and effectively to users with varying levels of technical proficiency. Follows up with users to confirm incident resolution and ensure customer satisfaction. Supports the creation and distribution of IT House Announcements during service-impacting incidents and planned maintenance windows. Assists with onboarding and offboarding activities, including equipment issuance, account provisioning, initial system orientation, and asset recovery. Maintains a professional demeanor in high-

pressure situations involving critical outages or frustrated users while adhering to agency communication standards.
## **Technical Support and Troubleshooting:**

• Provides technical support for Windows and macOS desktop environments, Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive), VPN connectivity (Cisco AnyConnect), PIV/CAC authentication, multi-factor authentication (MFA), mobile device support, and enterprise printing. Supports the deployment, configuration, and basic troubleshooting of agency-issued hardware including desktops, laptops, monitors, peripherals, and mobile devices. Assists with conference room and audio/visual technology setup and troubleshooting for meetings, town halls, and broadcast-related events. Executes standard change requests including software installations, system updates, and configuration changes in accordance with approved change management procedures. Supports IT asset management by tracking equipment assignments, performing inventory audits, and maintaining accurate asset records in the ITSM system.

## **Knowledge Management and Documentation:**

• Creates, updates, and maintains knowledge base articles, standard operating procedures, and troubleshooting guides to support consistent Tier I resolution and reduce escalation rates. Documents recurring issues and patterns to support Problem Management processes and identify opportunities for proactive resolution. Contributes to the development of user-facing self-service documentation, FAQs, and quick reference guides. Participates in knowledge transfer sessions and team training to maintain current technical proficiency across supported systems and applications.

## **Reporting and Continuous Improvement:**

• Contributes to weekly and monthly service desk performance reporting, including ticket volume, first-contact resolution rates, SLA compliance metrics, and customer satisfaction scores. Identifies trends in incident data and recommends process improvements to enhance service delivery efficiency and user experience. Participates in team meetings, shift handoffs, and after-action reviews to ensure continuity of operations and continuous improvement of service desk functions. Supports Major Incident Management processes by performing assigned tasks during declared major incidents, including user communication, status tracking, and escalation coordination.

# **Collateral Duties**
Performs all other similar/related duties and responsibilities as may be assigned.