Entry-Level Service Desk Agent – 24/7 Tier 1 Support

asmexternalcareersite; Alexandria (VA); On-site; USD 85,000 - 110,000; Full time

Job summary

ASM Research in Alexandria, VA, seeks a motivated IT Help Desk Specialist to support Technology Infrastructure Services, deliver 24/7 Tier 1 support, and act as the entry point for customers, documenting incidents and routing them as needed.

With a TS/SCI eligibility and DoD 8570 baseline, you will update SOPs, assist cyber operations, and participate in drills while maintaining excellent customer service and teamwork.

Qualifications

• Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
• Meet the DoD requirements for a privileged user on a TS/SCI information system before starting work - DoD 8140 / 8570.01-m requirements.
• Bachelor’s degree plus at least 2 years’ Tier 1 support experience on a TS/SCI system.

Responsibilities

• Provide 24/7 Tier 1 support for all environments and networks supporting end users.
• Route Tier 2/3 tickets to appropriate sustainment teams.
• Update Help Desk SOPs, TTPs, and user FAQs.
• Provide customer onboarding and offboarding.
• Provide account management support.
• Assist Cyber Operations with continuous monitoring activities.
• Participate in training, testing, and exercises related to incident response and contingency planning.

Skills

Excellent customer service

Clear communication

Interpersonal skills

Problem solving

Multi-tasking

Independence with guidance

Team interaction

Follow instructions

Adaptability

Stress management

Administrative skills

Overtime willingness

Weekend shifts

Technical: Windows

Technical: Microsoft Office

Technical: Network connectivity

Technical: Print services

Technical: Email systems

Technical troubleshooting

Education

Bachelor’s degree in a related field

Job description

ASM Research in Alexandria, VA, seeks a motivated IT Help Desk Specialist to support Technology Infrastructure Services, deliver 24/7 Tier 1 support, and act as the entry point for customers, documenting incidents and routing them as needed.

With a TS/SCI eligibility and DoD 8570 baseline, you will update SOPs, assist cyber operations, and participate in drills while maintaining excellent customer service and teamwork.