Tier I Service Desk Agent – Extended Hours

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

📋 Description

• Investigate escalated and intricate Tier I incidents and service requests to identify root cause, scope, business impact, priority, and resolution strategy.

• Independently assign Priority Levels PL1–PL4 and determine whether to resolve, redirect to self-service, or escalate issues.

• Diagnose and address issues related to Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access problems, printing, and mobile devices.

• Utilize delegated administrative authority to resolve issues on first contact.

• Act as an escalation and decision-making resource for junior analysts; review resolutions, redirect escalations, and mentor on troubleshooting and ticket quality.

• Assess ticket documentation and closures for adherence to process and quality standards.

• Identify patterns in reopened tickets and suggest corrective measures.

• Review the open ticket queue for SLA risks, prioritize follow-ups, and propose queue rebalancing strategies.

• Analyze trends in incidents, escalations, and reopened tickets, and provide inputs for After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans.

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

• Recognize recurring issues that could be addressed through Tier 0 self-service or first-contact solutions.

• Prepare situational awareness alerts for Government pre-approval.

• Examine CSAT and Customer Effort Score outcomes and identify service enhancements for metrics dashboards and quarterly XLA reporting.

⛳️ Requirements

• Bachelor's degree and a minimum of 3 years of relevant experience (an additional 4 years of related experience may be considered in lieu of the degree).

• Must be a U.S. Citizen.

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

• Willingness and ability to achieve TS/SCI eligibility after starting, if the mission necessitates.

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

• Required to hold and maintain a current DoD 8570/8140 IAT Level I baseline certification before undertaking cybersecurity-related duties, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.

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

• Strong troubleshooting capabilities across Windows 10/11, Microsoft 365, Active Directory accounts and group membership, VPN, Wi-Fi, basic DNS/DHCP, printers, and mobile devices.

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

• Proven ability to meet First Contact Resolution and SLA objectives in a high-volume environment while ensuring high customer satisfaction.

• Availability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule and willingness to undertake extended-hours shifts if required.

• Capability to work a fixed or rotating extended-hours schedule, including Federal holidays.

• Exceptional written and verbal communication skills with the ability to clearly articulate technical issues to non-technical users and leadership.

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

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

• Desired: Background in multiple security enclaves and procedures for handling classified systems.

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

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

• Desired: Familiarity with AI-enabled service desk capabilities.

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

🏝️ Benefits

• Salaried, FLSA-exempt position.

• Option for remote work.

• Up to 10% travel required.

• Recognized as a Military Friendly Employer, providing support for active-duty and veteran employees.