Service Desk Technician

vamonosit· CISA-TOC
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📍 Arlington, Virginia, United StatesFull time

About this role

Job Title: 

Service Desk Technician 



Location:

On-Site Arlington, VA



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. This role is largely responsible for providing operational support services to the CISA organization end users. We are looking to fill a need to have a highly competent and highly motivated individual in this role.


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:

  • 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

Frequently Asked Questions

Is the salary disclosed for the Service Desk Technician position at vamonosit?
The salary for this Service Desk Technician role at vamonosit is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Desk Technician position at vamonosit located?
This Service Desk Technician role at vamonosit is based in Arlington, Virginia, United States. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Service Desk Technician role at vamonosit full-time or part-time?
This is listed as a Full time position. It is posted as a Service Desk Technician role in the CISA-TOC department at vamonosit.
Which team or department does the Service Desk Technician at vamonosit belong to?
This Service Desk Technician position is part of the CISA-TOC department at vamonosit. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Service Desk Technician position at vamonosit?
Click the "Apply Now" button on this page. You will be redirected to vamonosit's official application portal hosted on bamboohr where you can submit your application directly.
When was the Service Desk Technician job at vamonosit posted?
This Service Desk Technician position at vamonosit was posted on May 14, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Desk Technician
vamonosit
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