Service Desk Customer Service Representative I/II - Secret Clear

This is a newly awarded contract supporting critical defense cyber initiatives. The team is being built now, which means the people who join early help set how it runs rather than inheriting someone else's process.

Position Overview

The Service Desk will serve as the point of contact for end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs).

Key Responsibilities

• Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate.
• Respond to incidents and service requests according to assigned criticality and established SLAs.
• Operate and maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups.
• Support enterprise IT services and end-user technologies, including:
  • Operating systems (Windows, macOS)
  • Office productivity platforms (Microsoft 365)
  • Cloud collaboration tools
  • Mobile devices (iOS, Android)
  • Common peripherals and communication services
• Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools.
• Contribute to a knowledge base of common issues and solutions to promote user self-service and reduce call volume.
• Support a shared on-call schedule as needed

Qualifications

• Bachelor's Degree or Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
• 1+ years' experience in a Service Desk environment
• Secret clearance
• Shift will be 6am - 2pm EST
• Excellent communication and customer service skills.
• Familiarity with ITIL v4 Foundations or HDI standards for IT service management.
• Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI.
• Strong troubleshooting skills across hardware, software, and networking concepts.
• Ability to adapt to new technologies and evolving service delivery models.

Why people take this role

• A new contract, staffing from day one - early hires shape the program.
• The employer is rated by its own employees, year after year, among the top 50 best places to work.
• This desk is being staffed from the ground up. We are filling 30 seats here and supervisor roles alongside them, so the path from Tier 1 to senior agent to floor lead is a real one, not a line in a handbook.
• Certification and training support, including the certifications named above.

Schedule: Multiple shifts available: days, swing, and 4x10 nights/weekends.

Location: Quantico, VA - on-site.

Clearance: Active Secret clearance required.

Compensation: $32.00 - $45.29 per hour, depending on level and experience.

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