Lead Tier I Service Desk Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support for a newly acquired DCSA contract.

• Analyze and resolve intricate Tier I incidents and service requests for an enterprise IT service desk that caters to approximately 13,000 internal users and external industry partners.

• Identify root causes, scope, business impacts, priorities, and resolution paths for escalated issues.

• Establish Priority Levels PL1–PL4 and determine whether to resolve, redirect to self-service, or escalate to Tier II/III or specialized resolver teams.

• Troubleshoot and rectify issues related to Windows endpoints, Microsoft 365, collaboration tools, VPN and network connectivity, accounts and access, printing, and mobile devices.

• Utilize delegated administrative authority to address issues at first contact.

• Act as an escalation and decision-making resource for junior analysts; evaluate proposed solutions, approve or redirect escalations, and provide coaching on troubleshooting and ticket quality.

• Review ticket documentation and closures for compliance, identifying patterns in reopened tickets and suggesting corrective actions.

• Monitor open-ticket queues for SLA risk, prioritize follow-ups, and recommend queue rebalancing.

• Analyze trends in incidents, escalations, and reopens; prepare contributions to After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans.

• Create and update knowledge base articles, standard operating procedures, and Virtual Agent content.

• Identify recurring issues suitable for Tier 0 self-service or first-contact resolution.

• Draft situational awareness alerts for Government pre-approval.

• Examine CSAT and Customer Effort Score results and pinpoint service enhancements for dashboards and quarterly XLA reporting.

⛳️ Requirements

• Bachelor’s degree with a minimum of 3 years of relevant experience; an additional 4 years of related experience may substitute for the degree.

• Must be a U.S. Citizen.

• Must hold an Active Secret Clearance (favorably adjudicated T3/T3R) to commence employment.

• Must be within the investigation scope and/or currently participating in Continuous Evaluation / Continuous Vetting.

• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related tasks.

• At least 3 years of experience in an enterprise IT service desk, help desk, or desktop support setting.

• Capability to work independently, analyze problems, determine suitable actions, and exercise discretion with limited day-to-day oversight.

• Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory accounts and group memberships, network connectivity (VPN, Wi-Fi, DNS/DHCP basics), printers, and mobile devices.

• Practical experience with an enterprise ITSM/ticketing platform and knowledge management methodologies.

• Ability to achieve First Contact Resolution and SLA targets in a high-volume environment while ensuring exceptional customer satisfaction.

• Willingness to work assigned shifts within a core schedule of 6:00 a.m. to 8:00 p.m. ET, including extended-hours shifts if necessary.

• Excellent written and verbal communication skills, with the capability to clarify technical issues to non-technical users and leadership.

• Desired: HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification.

• Desired: Familiarity with ServiceNow or a similar enterprise ITSM platform.

• Desired: Experience with NIPRNet, SIPRNet, JWICS, and procedures for handling classified systems.

• Desired: Understanding of CSAT, Customer Effort Score (CES), and XLAs.

• Desired: Experience in supporting the Department of War, DoD, or other compliance-focused Federal IT environments.

• Desired: Familiarity with AI-enabled service desk features such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration.

• Desired: Experience in writing knowledge articles and troubleshooting guides.

🏝️ Benefits

• Salary range of USD $69,890–$104,840 annually.

• Remote position.

• Up to 10% travel may be required.

• Military-friendly employer committed to supporting active-duty and veteran employees.