Service Desk Agent-Junior

Cayuse Holdings•Arlington, VA

10d•$85,000 - $90,000

About The Position

The Service Desk Agent performs a variety of complex tasks, which include creating incident tickets, Stakeholder engagement, quality customer service, accurately scoring incidents, and meeting response timelines. These tasks may include proper triage and routing of incidents to the correct person or office. Service Desk Agents manage and track the life cycle of all incidents, events, and requests received. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Requirements

Bachelor’s degree in a related discipline such as Homeland Security or Business, or a combination of education, technical training and equivalent experience. Additional (2) two years of experience may be substituted with an Associate’s degree. Additional (4) four years of military and/or operations environment experience may be substituted with a high school diploma.
Must have between zero (0) and two (2) years of related experience.
Some travel may be required to Continuity of Operations sites.
Due to the nature of work at the client’s facility, U.S. Citizen is required.
Must have a Top Secret/SCI security clearance and ability to obtain and maintain DHS Fitness
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Minimum 2 years working directly with customer and service desk functions for WATCH Operations Center or Security Operations Center (SOC).
Demonstrated knowledge and understanding of customer service techniques, demonstrated experience providing service desk or call center support.
Exceptional communication skills and ability to stay calm in high stress events while maintaining good decision making, focus, and good prioritization skills.
Experience working with a Service Desk platform such as ServiceNOW or Remedy.
Ability and willingness to learn new tools and technologies and take on new responsibilities as assigned.
Experience working with ServiceNOW and another alternative platform such as Remedy.
High proficiency in Microsoft Office; including but not limited to: Word, Excel, PowerPoint, and other general software applications.
Must be able to work varying hours 8-12 hours depending on needs to support 24/7/365 operations.

Responsibilities

Provide first-line support for incidents and technical issues reported by client’s staff and customers.
Monitor shared client’s inbox for incidents and assigned them appropriately to the Watch Analysts for action.
Send Requests for Information for incomplete requests.
Respond to requests for assistance in person, via phone, or email.
Appropriately triage requests that cannot be resolved at the SD level using ITSM.
Follow up with client’s staff and customers to ensure that issues have been resolved.
Document issue resolution steps and maintain records of all Service Desk activities in ITSM.
Maintain and update the Knowledge Base with solutions to common technical issues and FAQ.
Assist in maintaining and configuring ITSM.
Other duties as assigned.