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ANALYGENCE has an immediate opportunity for a Service Desk Agent supporting DHS CISA in Arlington, VA. CISA is supported by a 24/7 Service Desk (SD) section that works directly with the NCR and PNS Operations branch to provide a single point of incident reporting within the Agency. The Service Desk uses multiple communications methods – phone calls, web forms, and emails to track incidents. The Service Desk will act as a switchboard for the central CISA phone line(s).
Additionally, the SD will create, assign and provide lifecycle tracking of tickets for all events, incidents, requests for information, operational tasking, external communication requests, and requests for CISA operational action. The Service Desk is a dedicated, round the clock capability that receives wide range of submissions to include reports of cyber incidents, notifications of an event, questions about on-going activities, or requests for CISA services. On average the Service Desk handles an estimated 200,000 reported incidents, or requests for information per year.
The Service Desk Agent performs a variety of complex tasks, which include creating incident tickets, Stakeholder engagement, quality customer service, accurately scoring incidents, and meeting response timelines. These tasks may include proper triage and routing of incidents to the correct person or office. Service Desk Agents manage and track the life cycle of all incidents, events, and requests received. Hours may vary from 8 – 12 hours depending on needs to support 24/7/365 operations.
Job Responsibilities:
Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Full Time
Business Services
$52k-64k (estimate)
11/21/2023
06/26/2024
analygence.com
Columbia, MD
25 - 50
Business Services
The job skills required for Service Desk Agent include Customer Service, Service Desk, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Agent. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Agent. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Agent positions, which can be used as a reference in future career path planning. As a Service Desk Agent, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Agent. You can explore the career advancement for a Service Desk Agent below and select your interested title to get hiring information.