Technical Operations Center Service Desk Agent

The Technical Operations Center Service Desk Agent provides mid-level support for an IT Service Desk which receives and resolves incident and service request tickets through the ServiceNow service management software. The role involves serving as the first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing.

Requirements

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
• Bachelor’s degree or equivalent + 3 applicable years or 9 total years of applicable experience
• 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

Benefits

• comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits