Service Desk Agent

Empower AI

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

Posted 10/14/2026full-timeQuantico • Virginia • United StatesMid-LevelSenior💰 $57,470 - $82,880 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident analysis and resolution within an IT service management framework, with a strong focus on customer service and technical support. Proficient in utilizing ticketing systems and maintaining compliance in a federal IT environment.

Highest-signal resume keywords

Active Secret ClearanceDoD 8570/8140 IAT Level I CertificationServiceNow ExperienceWindows 10/11 KnowledgeCustomer Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident AnalysisTier I Issue ResolutionTicket DocumentationBasic NetworkingDiagnostic Actions

Soft Skills

Problem SolvingClear CommunicationPatienceIndependent Judgment

Tools & Technologies

ServiceNowMicrosoft 365Active DirectoryRemote Support ToolsMicrosoft Teams

Certifications & Qualifications

HDI Customer Service RepresentativeHDI Support Center AnalystITIL 4 Foundation

Industry Keywords

ITSM PlatformCSATCESFederal IT ComplianceContinuous Evaluation

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

Analyze incoming incidents and service requests across phone, chat, email, and portal channels
Determine issue nature, scope, business impact, priority level, and category in the enterprise ITSM platform
Evaluate and resolve Tier I issues using known errors, knowledge articles, and system behavior
Decide whether issues should be resolved at Tier I, deflected to self-service, or escalated to Tier II, Tier III, or specialized resolver groups
Resolve account, access, connectivity, and application issues through diagnostic and remediation actions
Evaluate resolution completeness and document resolutions for reuse by other analysts
Assess open-ticket age and risk, follow up with users or resolver groups, and prevent SLA breaches
Identify knowledge article and Virtual Agent content gaps and draft improvements to increase Tier 0 deflection and First Contact Resolution
Draft plain-language situational awareness alerts for Government pre-approval
Contribute incident trend and escalation observations to Proactive Problem Management
Support customer satisfaction surveys and collection of CSAT and Customer Effort Score data

Requirements

What you’ll need

Bachelor's degree and 0 years of related experience; an Associate's degree with 2 years of related experience, or 4 years of related experience in lieu of a degree, may be substituted
Must be a U.S. Citizen
Must have an Active Secret Clearance, favorably adjudicated T3/T3R, to start
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting
Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification prior to performing cybersecurity-related duties
Ability to work independently, analyze problems, determine appropriate courses of action, and exercise discretion and independent judgment
Experience or demonstrated aptitude in help desk, service desk, call center, desktop support, or customer technical support
Working knowledge of Windows 10/11, Microsoft 365 applications, Active Directory account concepts, basic networking (Wi-Fi, VPN, IP connectivity), and common peripherals
Familiarity with ticketing systems and service desk workflows, including accurate ticket documentation and escalation
Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule and willingness to work extended-hours shifts if assigned
Strong customer service orientation, patience, and ability to communicate clearly with non-technical users by phone and in writing
Ability to follow documented procedures precisely while handling a high volume of contacts in a fast-paced environment
HDI Customer Service Representative, HDI Support Center Analyst, or ITIL 4 Foundation certification desired
Experience using ServiceNow or a comparable enterprise ITSM platform desired
Experience across multiple security enclaves, including NIPRNet, SIPRNet, and JWICS, desired
Familiarity with CX measurement, including CSAT, CES, and XLAs, desired
Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments desired
Familiarity with remote support tools, Microsoft Teams, SharePoint, and mobile device basics desired
Interest in growing into Tier II desktop support, systems administration, or cybersecurity roles

Benefits

Comp & perks

Remote work eligibility
Up to 10% travel involved
Opportunity to contribute to meaningful government workforce transformation
Support for active-duty and veteran employees
Total compensation package
Equal employment opportunity protections