Technical Operations Center Service Desk Agent

The Technical Operations Center (TOC) Service Desk Agent provides mid-level support for an Information Technology (IT) Service Desk, receiving and resolving incident and service request tickets through the ServiceNow service management software. The role is full-time on-site in Arlington, VA, with opportunities for growth and advancement.

Requirements

• 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.
• Analyzing and resolving 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.

Benefits

• Comprehensive benefits, including healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
• Flexible time off benefit
• Autonomy to take the time needed
• Robust learning resources
• Competitive compensation