Service Desk Agent II

Service Desk Agent II Job

Employer Name:SpiderID: 13964500

Location: Alexandria, VirginiaDate Posted: 3/20/2025

Wage: NegotiableCategory: Information Technology

Job Code: 1163

Job Description:

Service Desk Agent II

Alexandria, VA - Fully Onsite

**Top Secret SCI Clearance Required**

Are you looking for a unique shift that will allow you to expand your Tier II troubleshooting skills in a cleared environment? These shifts are 12 hours each working 3 days one week and 4 days the next week, with the possibility of both day shift and night shift.

Job Description

Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. As the entry point for customer, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.

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.

Process all IT SM tickets to completion.

Provide 24/7 Tier 1 support for all environments and networks supporting end users.

Route tickets to the appropriate sustainment teams for Tier 2 / 3 support

Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution)

Assist Cyber Operations with continuous monitoring activities.

Participate in training, testing, and exercises related to incident response and contingency planning.

Required Qualifications

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.

Bachelor's degree in an area related to the labor category with at least 5 years' experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree.

Other Job Specific Skills

Excellent customer service skills

Excellent communication and interpersonal skills

Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times

Strong problem solving and analytical skills

Technical expertise in:

- Microsoft Windows Operating Systems

- Microsoft Office

- Network Connectivity

- Print Services

- E-Mail and Internet mail

Strong understanding of how PC work and related 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

Strong administrative and organizational skills

Willingness to work overtime and varying hours as required

#cjpost

Job Criteria:

Start Date:

Position Type: Full-Time Permanent

Years of Experience Required:

Education Required:

Overnight Travel:

Vacation Time:

Contact Information:

Contact Name: Dunhill Professional SearchCompany Type:

Company: Dunhill Professional Search

City:

State:

Zip: