What are the responsibilities and job description for the Service Desk Agent position at Dunhill Professional Search & Government Solutions?
Service Desk Agent
Alexandria, VA – Fully Onsite
**Top Secret SCI Clearance Required**
This is a great role for someone looking to advance their Tier 1 support skills and get exposure to higher level troubleshooting. The shifts are 12 hours each working 3 days one week and 4 days the next week, so plenty of time to spend with family and friends! There is the possibility of both day and night shifts.
Job Description
Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.
- Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
- Provide customer onboarding and offboarding.
- Provide account management support.
- Provide 24/7 Tier 1 support for all environments and networks supporting end users.
- Route Tier 2/3 tickets to appropriate sustainment teams
- Process all IT SM tickets to completion.
- Assist Cyber Operations with continuous monitoring activities.
- Participate in training, testing, and exercises related to incident response and contingency planning.
Required Qualifications
- Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
- Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.
Minimum Qualifications
- Bachelor’s degree in an area related to the labor category with at least 2 years’ experience in providing Tier 1 support of a TS/SCI system. Experience may be substituted for a degree.
Other Job Specific Skills
- Excellent customer service skills
- Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times
- Excellent communication and interpersonal skills
- Good problem solving and analytical skills
- Technical experience in:
- - Microsoft Windows Operating Systems
- - Microsoft Office
- - Network Connectivity
- - Print Services
- - E-Mail and Internet mail
- - Basic PC usage and troubleshooting
- Ability and desire to build additional technical skills
- Ability to interact effectively with others
- Ability to follow instructions to produce desired results
- Aptitude to multi-task workloads
- Ability to remain calm and courteous in periods of stress
- Ability to work with broad range of experience levels
- Good administrative and organizational skills
- Willingness to work overtime and varying hours as required
