Service Desk Agent Junior

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

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

• Excellent customer service 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

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.