The Service Desk Agent performs a variety of complex tasks, which include creating incident tickets, Stakeholder engagement, quality customer service, accurately scoring incidents, and meeting response timelines. These tasks may include proper triage and routing of incidents to the correct person or office. Service Desk Agents manage and track the life cycle of all incidents, events, and requests received.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

• Provide first-line support for incidents and technical issues reported by client’s staff and customers.
• Monitor shared client’s inbox for incidents and assigned them appropriately to the Watch Analysts for action.
• Send Requests for Information for incomplete requests.
• Respond to requests for assistance in person, via phone, or email.
• Appropriately triage requests that cannot be resolved at the SD level using ITSM.
• Follow up with client’s staff and customers to ensure that issues have been resolved.
• Document issue resolution steps and maintain records of all Service Desk activities in ITSM.
• Maintain and update the Knowledge Base with solutions to common technical issues and FAQ.
• Assist in maintaining and configuring ITSM.
• Other duties as assigned.

• Bachelor’s degree in a related discipline such as Homeland Security or Business, or a combination of education, technical training and equivalent experience.
• Additional (2) two years of experience may be substituted with an Associate’s degree.
• Additional (4) four years of military and/or operations environment experience may be substituted with a high school diploma.
• Must have between zero (0) and two (2) years of related experience.
• Some travel may be required to Continuity of Operations sites.
• Due to the nature of work at the client’s facility, U.S. Citizen is required.
• Ability obtain and maintain Top Secret/SCI security clearance and DHS Fitness
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Minimum 2 years working directly with customer and service desk functions for WATCH Operations Center or Security Operations Center (SOC).
• Demonstrated knowledge and understanding of customer service techniques, demonstrated experience providing service desk or call center support.
• Exceptional communication skills and ability to stay calm in high stress events while maintaining good decision making, focus, and good prioritization skills.
• Experience working with a Service Desk platform such as ServiceNOW or Remedy.
• Ability and willingness to learn new tools and technologies and take on new responsibilities as assigned. 
• Experience working with ServiceNOW and another alternative platform such as Remedy.
• High proficiency in Microsoft Office; including but not limited to: Word, Excel, PowerPoint, and other general software applications.
• Must be able to work varying hours 8-12 hours depending on needs to support 24/7/365 operations.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Program Manager, Service Desk Lead

Working Conditions

• Professional office environment.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.