Service Desk Agent

Description

Tharros has an immediate opportunity for a Service Desk Agent supporting DHS CISA in Arlington, VA. CISA is supported by a 24/7 Service Desk (SD) section that works directly with the NCR and PNS Operations branch to provide a single point of incident reporting within the Agency. The Service Desk uses multiple communications methods - phone calls, web forms, and emails to track incidents. The Service Desk will act as a switchboard for the central CISA phone line(s).

Additionally, the SD will create, assign and provide lifecycle tracking of tickets for all events, incidents, requests for information, operational tasking, external communication requests, and requests for CISA operational action. The Service Desk is a dedicated, round the clock capability that receives wide range of submissions to include reports of cyber incidents, notifications of an event, questions about on-going activities, or requests for CISA services. On average the Service Desk handles an estimated 200,000 reported incidents, or requests for information per year.

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. Hours may vary from 8 - 12 hours depending on needs to support 24/7/365 operations (holiday and weekends are included).

Job Responsibilities:

• Provide first-line support for incidents and technical issues reported by CISA staff and customers.
• Monitor shared CISA inbox for incidents and assign 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 triages requests that cannot be resolved at the SD level using ITSM.
• Follow up with CISA 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.
• Provides guidance to Junior level agents
• Ability to serve as SD Team Lead when Key Service Desk Lead's is not present

Requirements

• Active TS/SCI security clearance and ability to obtain and maintain a 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.
• Must have three years of related experience including 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.
• 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.
• Proficient in Microsoft Office Suite to include Teams or similar workplace chat and videoconferencing tools.
• Excellent written and verbal communication skills and ability to stay calm in high stress events while maintaining good decision making, focus, and good prioritization skills.

Education:

• 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.

Working Conditions:

• Must be able to support shift work. Hours may vary from 8 - 12 hours depending on needs to support 24/7/365 operations (holiday and weekends are included). Priority for day shift 0530 - 1400.
• Professional office environment
• Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
• May be asked to travel for business or professional development purposes.