The Technical Operations Center Service Desk Agent provides mid-level support for an Information Technology (IT) Service Desk which receives and resolves incident and service request tickets through the ServiceNow service management software. The IT Service Desk supports a nearly 6000 user community within the Department of Homeland Security (DHS) with significant opportunities for growth and advancement.
Requirements
- Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
- Bachelor’s degree or equivalent + 3 applicable years or 9 total years of applicable experience
- ITIL Foundation certification
- Ability to work Night/Weekend shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
- Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various Internet browsers to include Internet Explorer and Mozilla Firefox
- Experience with patch management software
- Experience installing, upgrading, and removing software
- Experience using Service Now service management software to track incidents and service requests through the full lifecycle
- Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
- Advanced experience with Active Directory management & administration
- Knowledgeable of Problem Management best practice and processes
Benefits
- Comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits
- Flexible time off benefit
- Robust learning resources