The Technical Operations Center (TOC) Service Desk Agent provides mid-level support for an Information Technology (IT) Service Desk which receives and resolves incident and service request tickets through the ServiceNow service management software.

The IT Service Desk supports a nearly 6000 user community within the Department of Homeland Security (DHS) with significant opportunities for growth and advancement.

This position requires a minimum of 3 days on-site in Arlington, VA.

We are hiring for multiple shifts to include : 6am to 3pm M-F, 7am to 4pm M-F, 8am to 5pm M-F, 10am-7pm M-F and 1pm to 10pm M-F.

• More About the Role : Serve as first contact for CISA users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing.
• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
• Demonstrate strong writing and communication skills, attention to detail, problem solving, and a desire to provide outstanding customer service.
• Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts.
• Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems.
• Utilize advanced technical skills and experience to analyze and resolve technical issues and tasks, including but not limited to setting up new employees, off-boarding employees, managing user accounts via Active Directory console, mapping network drives, installing and troubleshooting software / hardware issues, and network troubleshooting.
• Bachelor’s degree or equivalent 3 applicable years
• ITIL Foundation certification
• Ability to work Night / Weekend shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various Internet browsers to include Internet Explorer and Mozilla Firefox
• Experience with patch management software
• Experience installing, upgrading, and removing software
• Experience using Service Now service management software to track incidents and service requests through the full lifecycle
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
• Advanced experience with Active Directory management & administration
• Knowledgeable of Problem Management best practice and processes
• These Qualifications Would Be Nice to Have Fill : COMPTIA A , or Network , or Security Certification
• HDI Certification

Security Clearance Required : None (DHS EOD Public Trust Required)

Last updated : 2024-05-17