Service Desk Agent - Junior
Company: Cayuse Shared Services
Location: Arlington
Posted on: April 20, 2024
Job Description:
Overview
Cayuse Technologies launched in 2006 as a US-based alternative to
offshore technology delivery centers, providing information
technology solutions and subject matter expertise to our clientele.
Cayuse focuses on federal markets and missions and is an SBA tribal
8(a) certified company. Cayuse brings significant past performance
and excellent CPARS to its clients at an exceptionally competitive
price. Cayuse's 41,000 sq. ft. technology delivery center is fully
redundant and prepared to meet the needs of government. Our clients
include DHS, DHA, DoS, USMC, US Army, HHS/Indian Health Service,
Department of Interior, Bureau of Indian Affairs, Bureau of Indian
Education, among many more.
The Service Desk Agent performs a variety of complex tasks, which
include creating incident tickets, Stakeholder engagement, quality
customer service, accurately scoring incidents, and meeting
response timelines. These tasks may include proper triage and
routing of incidents to the correct person or office. Service Desk
Agents manage and track the life cycle of all incidents, events,
and requests received. Performs all duties and responsibilities in
accordance with the Mission, Vision, and Core Values of Cayuse.
Responsibilities
- Provide first-line support for incidents and technical issues
reported by CISA staff and customers.
- Monitor shared CISA inbox for incidents and assign them
appropriately to the Watch Analysts for action.
- Send Requests for Information for incomplete requests.
- Respond to requests for assistance in person, via phone, or
email.
- Appropriately triages requests that cannot be resolved at the
SD level using ITSM.
- Follow up with CISA staff and customers to ensure that issues
have been resolved.
- Document issue resolution steps and maintain records of all
Service Desk activities in ITSM.
- Maintain and update the Knowledge Base with solutions to common
technical issues and FAQ.
- Assist in maintaining and configuring ITSM.
- Other duties as assigned. Qualifications
- Bachelor's degree in a related discipline such as Homeland
Security or Business, or a combination of education, technical
training and equivalent experience.
- Additional (2) two years of experience may be substituted with
an Associate's degree.
- Additional (4) four years of military and/or operations
environment experience may be substituted with a high school
diploma.
- Must have between zero (0) and two (2) years of related
experience.
- Some travel may be required to Continuity of Operations
sites.
- Must be a U.S. Citizen
- Active Top Secret/SCI security clearance and ability to obtain
DHS Fitness
- Must be able to pass a background check. May require additional
background checks as required by projects and/or clients at any
time during employment. Minimum Skills:
- Minimum 2 years working directly with customer and service desk
functions for WATCH Operations Center or Security Operations Center
(SOC).
- Demonstrated knowledge and understanding of customer service
techniques, demonstrated experience providing service desk or call
center support.
- Exceptional communication skills and ability to stay calm in
high stress events while maintaining good decision making, focus,
and good prioritization skills.
- Experience working with a Service Desk platform such as
ServiceNOW or Remedy.
- Ability and willingness to learn new tools and technologies and
take on new responsibilities as assigned.
- Experience working with ServiceNOW and another alternative
platform such as Remedy.
- High proficiency in Microsoft Office; including but not limited
to: Word, Excel, PowerPoint, and other general software
applications.
- Must be able to work varying hours 8-12 hours depending on
needs to support 24/7/365 operations. Reports to: Program Manager,
Service Desk Lead
Working Conditions
- Professional office environment
- Must be physically and mentally able to perform duties for
extended periods of time. Ability to use a computer and other
office productivity tools with sufficient speed to meet the demands
of this position.
- Must be able to establish a productive and professional
workspace.
- Must be able to work varying work schedules and/or extended
hours to meet business needs and project deadlines.
- May be asked to travel for business or professional development
purposes.
Other Duties: Please note this job description is not designed to
cover or contain a comprehensive list of activities, duties or
responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time
with or without notice.
Affirmative Action/EEO Statement: Cayuse embraces diversity and
equal opportunity in a serious way. We celebrate diversity and are
committed to creating and building a team that represents a variety
of backgrounds, perspectives, and skills. Cayuse, and all of its
subsidiaries, are proud to be an equal opportunity workplace and
are an affirmative action employer.
Pay Range
USD $80,000.00 - USD $82,400.00 /Yr.
Keywords: Cayuse Shared Services, Franconia , Service Desk Agent - Junior, Sales , Arlington, Virginia
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