JAAC Service Desk Agent (Joint Activities Accountability Center)

*Ashburn, VA
Full Time
Mid Level
JAAC Agents support the Joint Activities Accountability Center (JAAC) within the government agency. They are responsible for monitoring, tracking, and documenting major incidents, escalations, and VIP-level issues, ensuring accountability and clear communication throughout the incident lifecycle. JAAC Agents serve as the first line of response for high-visibility tickets, coordinating with Tier I and Tier II staff, and escalating as appropriate to ensure resolution meets organizational standards.

Key Responsibilities
  • Monitor incoming escalations from Tier I and Tier II to identify VIP or major incident tickets requiring JAAC oversight.
  • Track, log, and update incident status in the Government ITSM tool (e.g., ServiceNow) with precise and timely details.
  • Participate in major incident bridge calls, documenting discussion points, resolution steps, and customer impact.
  • Serve as an incident accountability resource, ensuring unresolved issues are not dropped or delayed.
  • Communicate status updates to customers, supervisors, and leadership for high-priority tickets.
  • Escalate issues to JAAC Team Lead, Operations Manager, or agency stakeholders when service restoration is delayed or impacts critical systems.
  • Coordinate with Tier I and Tier II staff to validate troubleshooting efforts before escalation.
  • Maintain incident documentation for after-action reviews and lessons learned.
  • Support JAAC Team Lead in reporting incident trends, recurring issues, and improvement opportunities.
  • Adhere to organizational SOPs, escalation workflows, and customer service standards in all interactions.
Minimum Qualifications
  • Education: High school diploma or equivalent required; Associate’s degree in IT, Business, or related field preferred.
  • Experience:
    • Minimum 2 years of IT service desk or call center experience.
    • Prior exposure to incident management, escalation handling, or VIP support preferred.
  • Certifications:
    • ITIL v4 Foundation (preferred).
    • CompTIA A+, Network+, or Security+ (preferred).
    • HDI Support Center Analyst or equivalent (preferred).
  • Skills:
    • Strong attention to detail and ability to maintain accurate records.
    • Excellent communication skills for interacting with both technical staff and VIP-level customers.
    • Ability to stay calm and professional under pressure during major incidents.
    • Familiarity with ITSM systems (ServiceNow experience strongly preferred).
Other Requirements
  • Must be a U.S. Citizen.
  • Must pass a government background investigation.
  • Must be willing to work shifts (Day, Swing, Night) to ensure 24x7x365 JAAC coverage.
Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Short Term & Long-Term Disability
  • 401k Retirement Savings Plan with Company Match
  • Paid Holidays
  • Paid Time Off (PTO)
  • Tuition and Professional Development Assistance
  • Parking/Travel Reimbursement (metropolitan areas)
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