Service Desk Agent

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