Service Desk Technician (Night Shift)
About Our Client
Our client is a specialized provider of defense, cybersecurity, and federal IT services supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA). The organization delivers mission-critical technology operations, including enterprise service desk management, infrastructure monitoring, and IT service management (ITSM) solutions. By maintaining secure and reliable IT services, the company helps protect federal networks and supports the operational readiness of CISA personnel.
About the Opportunity
The Service Desk Technician (Night Shift) is a key member of the 24/7 Technology Operations Center (TOC), providing Tier 1 technical support for CISA end users nationwide. This role is responsible for responding to technical incidents, service requests, system alerts, and access management tasks while following ITIL best practices and DHS security requirements. The position plays a vital role in maintaining system availability, protecting federal network operations, and ensuring timely resolution or escalation of technical issues.
Responsibilities
- Provide remote technical support for hardware, software, VPN, network connectivity, and general IT issues.
- Log, update, track, and resolve service requests and incident tickets while meeting established service level agreements (SLAs).
- Monitor and triage system alerts, service disruptions, and security notifications.
- Perform Tier 1 troubleshooting using standard operating procedures, knowledge bases, and ITIL incident management practices.
- Manage identity and access management (IAM) tasks, including creating, modifying, and disabling user accounts.
- Create and maintain technical documentation, knowledge base articles, and operational procedures.
- Prioritize incoming calls, tickets, alerts, and service requests based on urgency and operational impact.
- Serve as the primary point of contact for users seeking technical assistance via phone, email, and ticketing systems.
- Escalate complex technical issues to Tier 2, Tier 3, engineering, network operations, or cybersecurity teams when appropriate.
- Deliver professional customer service while maintaining compliance with federal security and privacy requirements.
Requirements
- Must be eligible to obtain and maintain a Department of Homeland Security (DHS) Public Trust Clearance (Tier 1 Background Investigation).
- High school diploma or GED.
- Minimum of 1 year of experience in an IT service desk, help desk, or technical support role.
- Strong verbal and written communication skills.
- Ability to explain technical concepts clearly to users with varying levels of technical knowledge.
- Demonstrated commitment to providing excellent customer service in a fast-paced environment.
Pay & Compensation
- $19.00 – $24.00 per hour
- Starting pay is based on experience, ITIL knowledge, federal IT support experience, and clearance eligibility.
- Additional compensation may include night shift differential, health benefits, and career advancement opportunities.