Service Desk Support Organization

To acquire the advantage, Zolon PCS is seeking Service Desk Support. This role supports the Federal Bureau of Investigation (FBI) under the ITSSS 2 Advanced Support Services for Information Systems and Technology (ASSIST) program. The project delivers enterprise IT support services that enable FBI mission operations, including desktop and mobile device support, IT service management, walk up ITX services, inventory management, and participation in technology refreshes and office moves. Work is performed in a secure, mission critical environment with strict service level, security, and customer service requirements, supporting FBI personnel across multiple domestic and international locations., Provides remote and telephonic Tier 1/2 support for the Client headquarters ticket pool (~56K-60K tickets/year). Resolves user account, application, hardware, and software incidents via the FBI ITSM platform. Must maintain a 4.5/5.0 customer satisfaction rating.

1- 2yrs IT help desk/service desk experience Windows 10/11, O365, remote desktop tools proficiency ITSM platform experience (Jira SM, ServiceNow, or equivalent preferred ) Account management, user provisioning, access/permissions troubleshooting Strong customer service skills are essential

Shift/Hours: Core hours 9:00 am-3:00 pm local; standard 8-hr workday; set schedules cover all shifts; limited weekend support for imaging/VIP/SIOC as needed. Location: Quantico, VA (On-Site) Clearance: TS with SCI Eligibility Polygraph

Skills: Customer Satisfaction, Customer Support/Service, Desktop PC, Federal Bureau of Investigation (FBI), Help Desk, IT Service Management (ITSM), Identify Issues, Information Technology & Information Systems, Inventory Management, Microsoft Windows Operating System, Mobile Devices, Technical Support, User Account Administration