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, ServiceNow, 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

Washington, DC, Client-HQ (On-Site)

Clearance

TS with SCI Eligibility Polygraph