24/7 Service Desk Agent - Critical Incident Support (TS/SCI)

Tharros; Washington (District of Columbia); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability coverage

Retirement savings

Paid leave

Referral bonuses

Education reimbursement

Job summary

Tharros is seeking a Service Desk Agent to support DHS CISA in Arlington, VA. You will provide first-line incident handling, triage, and customer support in a fast-paced, 24/7 environment. The role requires working with ServiceNow or Remedy and maintaining key incident records.

This position demands TS/SCI clearance, strong communication, and the ability to coordinate with Watch Analysts. Tharros offers comprehensive benefits, opportunities for growth, and a culture of excellence in

Qualifications

• Bachelor's degree or equivalent experience required.
• Minimum three years of related service desk experience.
• Experience with ServiceNow or Remedy platforms.

Responsibilities

• Provide first-line support for incidents and issues reported by DHS staff and customers.
• Monitor shared inbox for incidents and assign to Watch Analysts for action.
• Send requests for information for incomplete requests.
• Respond to requests for assistance in person, via phone, or email.
• Triage requests that cannot be resolved at the SD level using ITSM.
• Document issue resolution steps and maintain records of all SD activities.

Skills

Customer service

Communication skills

Security clearance

Education

Bachelor's degree in Homeland Security or related discipline

Tools

ServiceNow

Remedy

Job description

Tharros is seeking a Service Desk Agent to support DHS CISA in Arlington, VA. You will provide first-line incident handling, triage, and customer support in a fast-paced, 24/7 environment. The role requires working with ServiceNow or Remedy and maintaining key incident records.

This position demands TS/SCI clearance, strong communication, and the ability to coordinate with Watch Analysts. Tharros offers comprehensive benefits, opportunities for growth, and a culture of excellence in