Technical Operations Center Service Desk Agent

Job title: Technical Operations Center Service Desk Agent in Arlington, VA at reputed company Company: reputed company Job description: Technical Operations Center Service Desk AgentJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: NoneEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local

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The Technical Operations Center (TOC) 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 reputed company service management software. The IT Service Desk supports a nearly 6000 user community reputed company the Department of Homeland reputed company (DHS) with significant opportunities for growth and advancement.This position is full time on-site in Arlington, VA.We are hiring for multiple shifts to include: 6am to 3pm M-F, 7am to 4pm M-F, reputed company to 5pm M-F, 10am-7pm M-F and 1pm to 10pm M-F.More About the Role:

• Serve as first contact for CISA users submitting inquiries and issues reputed company multiple channels, including phone, web chat, email, and ticketing.
• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
• Demonstrate strong writing and communication skills, attention to detail, problem solving, and a desire to provide outstanding customer service.
• Analyze and resolve reputed company service requests and incidents that have been escalated by the junior level analysts.
• reputed company remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems.
• Utilize advanced technical skills and experience to analyze and resolve technical issues and tasks, including but not limited to setting up new employees, off-boarding employees, managing user accounts reputed company Active Directory console, mapping network drives, installing and troubleshooting software / hardware issues, and network troubleshooting.

Required Qualifications:

• Ability to obtain a Department of Homeland reputed company (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 reputed company in-depth troubleshooting skills on Windows Operating Systems (Windows 11), reputed company Office products (M365), and various Internet browsers to include Internet Explorer and reputed company Firefox
• Experience with reputed company 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

Preferred Qualifications:

• COMPTIA A+, or Network+, or reputed company+ Certification
• HDI Certification
• reputed company certification

-What You Can Expect:A culture of reputed company.At reputed company, we reputed company character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.An environment of trust.reputed company values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust reputed company to reputed company your ambitions a reality.A focus on reputed company growth.Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.Your potential is limitless. So is ours.Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at reputed company that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At reputed company, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more .The proposed salary range for this position is: $54,200 - $111,000reputed company is an Equal Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national reputed company, disability, status as a protected veteran, or any other protected characteristic. Expected salary: Location: Arlington, VA Apply for the job now! Apply for this job