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# Service Desk Agent Junior

- **Company:** ASM
- **Location:** Alexandria, VA, United States
- **Experience:** Starter
- **Salary:** $46,010.0 - $101,920.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Information Systems, Microsoft Office, Network Connections, SAP Ariba, Cyber Warfare
- **Published:** August 2, 2026
- **Apply:** https://www.juju.com/job/00000000gl3q81

## About the Role

+ 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

## Description

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.


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