Service Desk Agent

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 looking for courageous team members that enable government missions to move forward with confidence.

Who We Are

At Tharros, expertise, confidence and continuous advancement are at the foundation of what we do. With us, you work with the world’s preeminent vulnerability experts to not only advance government missions, but also your own career path. We’re looking for confident leaders to grow and evolve as we do, protecting our nation’s protectors with cutting-edge cybersecurity tools.

Seeing everything includes seeing everyone. Tharros moves missions forward with a courageous team of experts and a variety of perspectives.

Outperform

Lead with Growth

Dare to Secure

At Tharros, we have exceptional benefits because our employees’ success is our success. We support our team members’ growth with training opportunities, tools and resources.

Outperform the Expected

Tharros sets high standards because we know our team can meet and exceed them. We anticipate success, expect exceptional results and ensure impact for everyone.

Lead with Continuous Growth

When our employees grow, everyone thrives. As the leaders in vulnerability research, we grow capability for our clients and our employees.

Dare to Secure Anything

At the cutting-edge of cybersecurity technology, Tharros dares to create tools that will have maximum mission impact. Our company culture reflects this confidence.

Benefits of Working with Tharros

Moving boldly forward requires a strong foundation. Tharros provides foundational benefits that help our employees grow and thrive.

To be the best, you join the best. Tharros offers competitive compensation and comprehensive benefits including medical, dental, vision and disability coverage, savings & retirement and paid leave.

At Tharros, leaders develop leaders. Working at Tharros gives our employees access to resources and expertise found nowhere else, and we nurture the future leaders in cybersecurity from within our ranks.

We’re not afraid to show our commitment to growing our Tharros team. We offer generous referral bonuses to employees who help us reach hiring goals.

Training & Certification Reimbursement

Tharros is always advancing. We offer an education reimbursement benefit of up to $5,250 per year to help our employees thrive.

Breaking Barriers to Cybersecurity Success

Our people-first culture enables more flexibility for our employees to find success in cyber fields. At Tharros, there are no barriers between you, the world’s leading cybersecurity experts, and our customers.

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.

Equal Opportunity Employment

Tharros is committed to implementing employment programs and policies dedicated to equal employment opportunity and nondiscrimination. Learn more today.

Be Bold with Tharros

Want to learn more about what it means to work with the world’s preeminent cyber vulnerability experts? Contact us to learn more about who we are and how you can join us.