Tier I Service Desk Agent, Junior – Extended Hours

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

📋 Description

• Analyze incoming incidents and service requests via phone, chat, email, and portal channels.

• Evaluate the nature, scope, business impact, priority level, and category of issues in the enterprise ITSM platform.

• Assess issues against known errors, knowledge articles, and system behavior.

• Resolve Tier I account, access, connectivity, and application problems using diagnostic and remediation procedures.

• Execute administrative tasks on user accounts and configurations within delegated authority.

• Confirm resolutions prior to closing tickets and document them for future reference.

• Monitor ticket age and risk, follow up with users or resolver groups, and avert SLA breaches.

• Identify gaps in knowledge articles and Virtual Agent content while drafting enhanced Tier 0 materials.

• Compose plain-language situational awareness alerts for government pre-approval.

• Contribute observations on incident trends and escalations to Proactive Problem Management.

• Assist in customer satisfaction surveys and the collection of CSAT and Customer Effort Score data.

⛳️ Requirements

• Bachelor’s degree with no related experience; alternatively, an Associate’s degree with 2 years of relevant experience, or 4 years of related experience in lieu of a degree may be accepted.

• Must be a U.S. Citizen.

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

• Must be willing and able to obtain TS/SCI eligibility post-hire if required by mission needs.

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

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

• Proven ability to work independently, analyze issues, determine suitable actions, and exercise discretion and independent judgment.

• Experience or demonstrated skill in help desk, service desk, call center, desktop support, or customer technical support roles.

• Proficient knowledge of Windows 10/11, Microsoft 365 applications, Active Directory account concepts, basic networking, and common peripherals.

• Familiarity with ticketing systems and service desk workflows, including accurate ticket documentation and escalation procedures.

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

• Strong customer service focus and capacity to communicate effectively with non-technical users both verbally and in writing.

• Ability to adhere exactly to documented procedures while managing a high volume of contacts.

• Willingness to work fixed or rotating extended-hour schedules, including Federal holidays.

🏝️ Benefits

• 10% travel required.

• Opportunity for growth into Tier II desktop support, systems administration, or cybersecurity positions.

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