Service Desk Customer Service Representative I/II - Secret Clearance

About the role

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.

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 service level agreements (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 in lieu of degree.
• 1+ years’ experience in a Service Desk environment.
• Secret clearance.
• Shift will be 6:00 AM – 2:00 PM 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.

Benefits

• Early hires shape the program’s processes and culture.
• Employer rated among the top 50 best places to work by its own employees.
• Certification and training support, including ITIL v4 Foundations or HDI standards.

Pay

$32.00 – $45.29 per hour, depending on level and experience.

Schedule

• Multiple shifts available: days, swing, and 4×10 nights/weekends.
• Location: Quantico, VA – on-site.
• Active Secret clearance required.