Service Desk Support

To acquire the advantage, Zolon PCS is seeking Service Desk Support. This role supports the Federal Bureau of Investigation (FBI) under the ITSSS 2 Advanced Support Services for Information Systems and Technology (ASSIST) program. The project delivers enterprise IT support services that enable FBI mission operations, including desktop and mobile device support, IT service management, walk up ITX services, inventory management, and participation in technology refreshes and office moves.

Work is performed in a secure, mission critical environment with strict service level, security, and customer service requirements, supporting FBI personnel across multiple domestic and international locations.

Responsibilities:
Provides remote and telephonic Tier 1/2 support for the Client headquarters ticket pool (~56K–60K tickets/year). Resolves user account, application, hardware, and software incidents via the FBI ITSM platform. Must maintain a 4.5/5.0 customer satisfaction rating.

Key Qualifications:
1- 2yrs IT help desk/service desk experience
Windows 10/11, O365, remote desktop tools proficiency
ITSM platform experience (Jira SM, Service Now, or equivalent preferred )
Account management, user provisioning, access/permissions troubleshooting
Strong customer service skills are essential

Shift/Hours:
Core hours 9:00 am–3:00 pm local; standard 8-hr workday; set schedules cover all shifts; limited weekend support for imaging/VIP/SIOC as needed.
Location: Quantico, VA (On-Site)
Clearance: TS with SCI Eligibility Polygraph