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Serco Field Service Agent - IT Help Desk Level II in Washington, District Of Columbia

Position Description

Field Service Agent - IT Help Desk Level II

If you are interested in a high profile and challenging position supporting the U.S. Navy—Serco has a great opportunity for you! The Field Service Agent - IT Help Desk position is an important part of a dynamic government-industry team located near Nationals Stadium in Southeast Washington DC. Use your expertise, customer service, and collaborative skills to make an impact towards our national defense and in support of our ships and Sailors around the world.

Serco provides IT system management and direct user support to Federal employees and contractors in U.S. Navy shipboard systems acquisition program offices and headquarters staff. Our team supports the development, production, and support of cutting-edge technology and works closely with our clients to help them be more effective and efficient.

During this current period of increased telework, a combination of telework and in-person on-site support will be required.


In this role you will:

  • Provide support to IT end-users of government systems and networks on a variety of issues. Support policies governing procurement, maintenance, or disposal of IT assets in coordination with government and contractor IT managers.

  • Support government IT users running Windows 10 (WIN10) and Microsoft Office 365 (O365) and associated software and peripherals on a government IT network.

  • Provide user assistance in resolving service calls, maintaining networked peripherals, communicating with the government IT help desk on behalf of users, assisting with user IT set-up, maintaining IT issuing documentation, inventorying assets, assisting with software installation, communicating network issues and outages, instructing and assisting users with upgrades and security patches, and providing other IT support as required.

  • Respond to telephone calls, email and in-person requests for technical support. Document, track, and monitor the problem to ensure timely resolution. Identify, research, and resolve technical problems. Monitor user software requirements to assess need, determine usage, and control costs. Track asset location and conduct periodic inventory.

  • Report to an on-site supervisor or manager.

  • Configure, issue, and assist with updating of mobile phones and tablets. Assist with set-up of applications and mobile device email access.

  • Assist with use and optimization of collaboration tools such as SharePoint, Teams, Skype, and collaboration and work process software applications.



To be successful in this role, you will have:

  • Bachelor’s Degree in Computer Science or IT-relevant field and 2-4 years of related experience. The hiring manager may offset the education desired with additional directly related IT experience.

  • Detailed knowledge of Microsoft Office suite and Office 365. You must have a desire to use available tools and your own creativity/imagination to help our customers increase efficiency in an office environment.

  • Strong customer-service-oriented focus with excellent communication and interpersonal skills.

  • Secret Security Clearance required.

  • Must have earned the Security+CE certification.

Additional desired experience and skills:

  • Knowledge of network security concepts and practices strongly desired.

  • Experience with the Navy-Marine Corps Intranet (NMCI) network and its user equipment, software, and processes strongly desired.

  • Working knowledge of SharePoint, Teams, and similar tools is desired.

Take this opportunity to join a high-performing team, grow as an information technology professional, and make a real difference supporting America’s Navy. Join the Serco team today!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

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ID 38251

Recruiting Location : Location US-DC-Washington Navy Yard

Category Information Technology

Position Type Full-Time

Security Clearance Secret

Telework No - Teleworking not available for this position

Campaign LPNavy