Jr. Service Desk Agent - Top Secret Clearance

Dunhill Professional Search & Government Solutions; Arlington (VA); On-site; USD 30,000 - 68,000; Full time

Job summary

Dunhill Professional Search & Government Solutions seeks a Help Desk Analyst to support TS/SCI environments in Arlington, VA. You will serve as the front line for customer problems, document incidents, notify appropriate desks, and escalate as needed.

The role emphasizes strong communication, problem solving, and the ability to multi-task in a fast-paced setting. 24/7 coverage, potential for overtime, and attention to security requirements are essential.

Qualifications

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

Responsibilities

• Update Help Desk SOPs, TTPs, and FAQs.
• Provide customer onboarding and offboarding.
• Provide account management support.
• Provide 24/7 Tier 1 support for all environments and networks; route Tier 2/3 tickets as needed.
• Process all IT SM tickets to completion.
• Assist Cyber Operations with continuous monitoring activities.
• Participate in training, testing, and exercises related to incident response and contingency planning.

Skills

Excellent communication

Problem solving

Multi-tasking

Customer service

Calm under pressure

Teamwork

Education

Bachelor’s degree in related field

Tools

Microsoft Windows OS

Microsoft Office

Network connectivity

Print services

Email systems

Job description

Top Secret Clearance with SCI eligibility Required

Compensation Range - $22.12 - $49.00/hr

Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.

• Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
• Provide customer onboarding and offboarding.
• Provide account management support.
• Provide 24/7 Tier 1 support for all environments and networks supporting end users. Route Tier 2/3 tickets to appropriate sustainment teams
• Process all IT SM tickets to completion.
• Assist Cyber Operations with continuous monitoring activities.
• Participate in training, testing, and exercises related to incident response and contingency planning.

Required 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 prior to starting work - DoD 8140 / 8570.01-m requirements.

Minimum Qualifications

• Bachelor’s degree in an area related to the labor category with at least 2 years’ experience in providing Tier 1 support of a TS/SCI system. Experience may be substituted for a degree upon approval.

Other Job Specific Skills

• Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times
• Excellent communication and interpersonal skills
• Good problem solving and analytical skills
• Technical experience in:
• Microsoft Windows Operating Systems
• Microsoft Office
• Network Connectivity
• Print Services
• E-Mail and Internet mail
• Basic PC usage and troubleshooting
• Ability and desire to build additional technical skills
• Ability to interact effectively with others
• Ability to follow instructions to produce desired results
• Aptitude to multi-task workloads
• Ability to remain calm and courteous in periods of stress
• Ability to work with broad range of experience levels
• Good administrative and organizational skills
• Willingness to work overtime and varying hours as required
• The program has a requirement to provide 24/7 coverage during inclement weather/snow events. The program offers per diem and comped nearby hotel stay to ensure coverage
• Some weekend shift work will be required.