Service Desk Agent Junior

ASM Research•Alexandria, VA

8d•Onsite

About The Position

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.

Requirements

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.
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
The program has a requirement to provide 24/7 coverage during inclement weather/snow events. The program offers per diem and comped nearby hotel stay to ensure coverage
Some weekend shift work will be required

Nice To Haves

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.

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.