Service Desk Technician (Night Shift)

Job Title: Service Desk Technician (Night Shift) Location: Remote Employment Type: Full-Time Vamonos IT is seeking an experienced Service Desk Technician to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. It is the first line of IT support for the CISA environment supporting CISA end users, with a team of subordinate contractor staff reporting to the Team Lead. The TOC team responds to incident and service request tickets, providing support including but not limited to installation, setup, upgrade, and compliance of software, system applications, account activations and deactivation, and desktop tools. The team also escalates to higher lever tiers when the tier 1 cannot assist. Responsibilities Provide remote computer support. Owning, tracking and resolving Information Technology (IT) incidents and requests. Fulfilling requests and resolving incidents on a daily basis to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO’s). Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status. Responding to alerts and escalations and working with both end user and IT support groups to develop strategic solutions to recurring problems. Providing Tier I basic troubleshooting support. Providing knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Standard Operating Procedures (SOP’s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions. Placing/Tracking trouble tickets to other CISA support groups. Creating, modifying, or deactivating user accounts. Developing and maintaining operational & knowledge management documentation in the Service Desk Tier 1 document management system. Responding to all assigned calls and messages in order of priority and severity. Serve as the contact for users via phone or email for all IT-related inquiries and incidents. Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information. Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department. Qualifications Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1). High School Diploma with a minimum of 1 year of relevant experience. Possess excellent verbal and written communication skills. A proven track record of providing exceptional customer service. About Vamonos IT Our experienced team of technical Subject Matter Experts and Professional Project Managers deliver solutions to the toughest challenges in enterprise cloud computing and infrastructure management within the Homeland Security and Federal civilian landscape. Our Mission is to set the bar in service delivery excellence, providing professional services our customers cannot help but notice. Our core values of Exceptional Service, Accountability, Continual Improvement, and Opportunity for Growth drive our customers' success and include an inward focus on our team and interactions with each other. From our customer-facing teams to internal operations, we want to conduct business in a way all employees can proudly and confidently represent Vamonos IT. Our benefits include: Paid Federal Holidays Health, Dental, and Vision insurance options Simple IRA with matching Robust Paid Vacation Policy Continuing Education Assistance Short Term Disability Company provided life insurance Veterans are encouraged to apply