Technical Operations Center Service Desk Agent

The Technical Operations Center Service Desk Agent provides mid-level support for an Information Technology (IT) Service Desk, resolving incident and service request tickets through the ServiceNow service management software. The role involves working with a 6000 user community within the Department of Homeland Security (DHS) and requires excellent customer service, writing, and technical skills.

Requirements

• Bachelor’s degree or equivalent + 3 applicable years or 9 total years of applicable experience
• ITIL Foundation certification
• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
• Ability to work Night/Weekend shift
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various Internet browsers
• 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
• Advanced experience with Active Directory management & administration
• Knowledgeable of Problem Management best practice and processes
• COMPTIA A+, or Network+, or Security+ Certification
• HDI Certification
• Microsoft certification

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits