Service Desk Support Opportunity Supporting TSA FOCUS
About The Position
The Service Desk Support role provides first-line technical and customer support through the FOCUS Single Point of Contact (SPOC) capability. The position receives incidents and service requests through telephone, email, chat, and other approved channels; performs initial troubleshooting and resolution; accurately documents activities; and escalates issues requiring additional technical support. The position is responsible for providing responsive, professional, customer-focused support while maintaining accurate ticket records and supporting SLA and service-quality objectives.
Requirements
- Requires high school diploma or equivalent and 1 – 3 years of prior relevant experience. In lieu of degree, additional experience may be required.
- Ability to obtain and maintain TSA Suitability
- Ability to obtain and maintain Public Trust security clearance
- Relevant experience supporting Service Desk, Help Desk, SPOC, or Tier 1 technical support functions in an enterprise or federal IT environment.
- Strong customer service, communication, documentation, organization, and problem-solving skills.
- Ability to follow established technical procedures and service management processes.
- Ability to work effectively in a mission-focused, customer-facing environment.
Nice To Haves
- TSA, DHS, or other federal IT experience.
- Experience working in a ServiceNow-based service desk environment.
- ITIL Foundation or comparable service management training.
- Experience supporting government users or geographically distributed organizations.
Responsibilities
- Receive, document, categorize, prioritize, and triage incidents and service requests.
- Provide first-line technical support using approved procedures, knowledge articles, and troubleshooting practices.
- Resolve incidents and requests within the scope of Tier 1 responsibilities.
- Route and escalate unresolved incidents to appropriate Tier 2, field, engineering, or partner support teams.
- Maintain ownership and communication of escalated tickets through resolution.
- Maintain accurate ticket status, work notes, categorization, prioritization, and resolution information.
- Monitor assigned queues and tickets to ensure response and resolution objectives are maintained.
- Apply established escalation procedures and SLA requirements.
- Use approved knowledge articles, SOPs, runbooks, and service documentation to support consistent resolution.
- Identify recurring issues and knowledge gaps and provide feedback to service management and knowledge-management teams.
- Support customer communications and status updates throughout the incident lifecycle.
- Maintain professional and customer-focused interactions with TSA users and stakeholders.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
