Service Desk Agent

tharros • Washington, DC, US • published 2026-09-22 23:43:00.210302

Description

Tharros has an immediate opportunity for a **Service Desk Agent** supporting DHS CISA in Arlington, VA. CISA is supported by a 24/7 Service Desk (SD) section that works directly with the NCR and PNS Operations branch to provide a single point of incident reporting within the Agency. The Service Desk uses multiple communications methods – phone calls, web forms, and emails to track incidents. The Service Desk will act as a switchboard for the central CISA phone line(s). Additionally, the SD will create, assign and provide lifecycle tracking of tickets for all events, incidents, requests for information, operational tasking, external communication requests, and requests for CISA operational action. The Service Desk is a dedicated, round the clock capability that receives wide range of submissions to include reports of cyber incidents, notifications of an event, questions about on\-going activities, or requests for CISA services. On average the Service Desk handles an estimated 200,000 reported incidents, or requests for information per year. The Service Desk Agent performs a variety of complex tasks, which include creating incident tickets, Stakeholder engagement, quality customer se...

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