Jr. Service Desk Agent - Top Secret Clearance

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.

• 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 upon approval.

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

The program has a requirement to provide 24/7 coverage during inclement weather/snow events. The program offers per diem and comped nearby hotel stay to ensure coverage

Some weekend shift work will be required. #cjpost