Service Desk Agent

Job overview

The Service Desk Agent role is onsite in Washington, DC. Compensation is not specified. The agent supports DHS CISA’s 24/7 Service Desk, which provides a single point of incident reporting and handles a high volume of incidents and information requests. This role provides first-line support by receiving, documenting, triaging, routing, and tracking incidents and requests through resolution. It helps CISA staff and customers reach the appropriate operational teams and supports timely, accurate service desk operations.

What you'll do

• Create, assign, and track incident and request tickets
• monitor the shared CISA inbox and route incidents to Watch Analysts
• respond to assistance requests in person, by phone, or email
• triage issues using ITSM
• follow up on resolution
• document activity and maintain the Knowledge Base
• assist with ITSM configuration
• guide junior agents and serve as team lead when the lead is absent.

What we're looking for

Skills & competencies

service desk agent

washington dc

tharros

dhs cisa

itsm

incident triage

ticket lifecycle

watch operations

ts/sci clearance

day shift 0530-1400

24/7 operations

weekend and holiday coverage

Work arrangement

• Weekend coverage required

Why this role

Active TS/SCI clearance required; must be able to obtain and maintain DHS Fitness. Priority for day shift 0530–1400; hours may vary from 8–12 hours to support 24/7/365 operations, including holidays and weekends.

About the employer

Tharros is hiring for this role. Industry: All Other Legal Services. Sector: 54.