24/7 Service Desk Technician – Cyber Incident Support

Tharros; Arlington (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

Tharros has an immediate opening for a Service Desk Agent supporting DHS CISA in Arlington, VA. The role supports a 24/7 service desk handling incidents, requests for information, and communications with stakeholders.

The candidate will triage, route, and track lifecycle of tickets, maintaining incident records and knowledge base while ensuring timely responses. Experience with ServiceNOW or Remedy and MS Office is essential.

Qualifications

• Active TS/SCI security clearance required.
• Background check must be passable; additional checks may be required.
• Minimum 3 years of related experience, 2+ years in WATCH Operations Center or SOC.
• Experience with Service Desk platforms such as ServiceNOW or Remedy.
• Proficient with Microsoft Office Suite, including Teams and videoconferencing.

Responsibilities

• Provide first-line support for incidents and technical issues reported by CISA staff and customers.
• Monitor shared CISA inbox and assign incidents to Watch Analysts.
• Send Requests for Information for incomplete requests.
• Respond to inquiries in person, by phone, or via email.
• Triage requests using ITSM and route to correct teams.
• Follow up to ensure issues are resolved and documented.
• Document resolution steps and maintain records in ITSM.
• Update and maintain the Knowledge Base with solutions and FAQs.
• Assist in maintaining and configuring ITSM.
• Provide guidance to junior agents; serve as SD Team Lead when needed.

Skills

Customer service

Written & verbal communication

ITSM

Service desk tooling

Education

Bachelor’s degree in Homeland Security or Business

Associate degree substitution (2 years)

Military/operations experience substitution

Tools

ServiceNOW

Remedy

Microsoft Office (Teams)

Job description

Tharros has an immediate opening for a Service Desk Agent supporting DHS CISA in Arlington, VA. The role supports a 24/7 service desk handling incidents, requests for information, and communications with stakeholders.

The candidate will triage, route, and track lifecycle of tickets, maintaining incident records and knowledge base while ensuring timely responses. Experience with ServiceNOW or Remedy and MS Office is essential.