JAAC Service Desk Agent (Joint Activities Accountability Center)

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

Minimum 2 years of IT service desk or call center experience.

ITIL v4 Foundation (preferred).

Strong attention to detail and ability to maintain accurate records.

Other Requirements

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 :