Serco Inc.

Field Service Agent - Help Desk Support

Recruiting Location : Location
Information Technology
Position Type
Security Clearance
Yes - May Consider Occasional/Part Time Teleworking for this position

Position Description

If you are interested in a high profile and challenging position supporting the U.S. Navy and leading a small IT support Team—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 in Crystal City/National Landing in Arlington. Use your leadership, 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 a U.S. Navy shipboard systems acquisition program office. 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.



 In this role you will:


  • Provide support to IT end-users of government systems and networks on a variety of Support policies governing procurement, maintenance, or disposal of IT assets in coordination with government and contractor IT managers.
  • Support government IT users running Windows 10/11 and the Navy Microsoft Office 365 (O365) environment and associated software and peripherals on a government IT
  • 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 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.
  • Support program office military, government, and program office personnel with completion of the application process for network access to NIPRNet and SIPRNet systems.
  • Work with government management to plan for IT refreshes and upgrades. Support client’s planning, anticipating issues, and developing plans of action to solve problems.
  • Provide on-site supervision of small IT team and work closely with Security and the front office staff. Assist higher level headquarters staff IT personnel at times when necessary.
  • Configure, issue, and assist with updating of mobile phones and Assist with set-up of applications and mobile device email access.
  • Assist with use and optimization of collaboration tools such as SharePoint, Teams, and collaboration and work process software
  • Assist users with Office 365 and other common business applications




  • Associate’s Degree in Computer Science or IT-relevant field and 8-10 years of related experience.  The hiring manager may offset the education desired with additional directly related IT experience or experience for a higher level degree.
  • Secret Security Clearance
  • Detailed knowledge of Microsoft Office suite and Office 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


Additional desired experience and skills:

  • Bachelor’s Degree in Computer Science or IT-relevant field preferred.
  • Knowledge of network security concepts and practices strongly
  • Ability to obtain a related IT certification such as CompTIA Security+ in the first year of employment as part of an agreed-to employee development plan is required. Security + at time of hire
  • Experience with the Navy-Marine Corps Intranet (NMCI) network and its user equipment, software, and processes strongly
  • Knowledge of the Navy’s “Operation Flank Speed” MS Office 365 environment is desired.
  • Working knowledge of SharePoint, Teams, and similar tools is


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 over 9,000 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).


To review Serco benefits please visit:


If you require an accommodation with the application process please email: or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.


Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email


COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).


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