JAAC Service Desk Agent (joint Activities Accountability Center)

JAAC Agents

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)