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 ServiceNow software. This is a full-time on-site position in Arlington, VA, with 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
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, 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 (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
• Healthcare
• Wellness
• Financial
• Retirement
• Family support
• Continuing education
• Time off benefits