Overview

Delaware Nation Industries (DNI) is a prime contractor providing manpower and support of IT Operations and Maintenance within a Federal Agency. Our team must ensure every employee has reliable support and access to the network. We are currently interviewing for a Service Desk Technician to support this initiative in an enterprise-level work environment.

The Service Desk team is responsible for providing Tier 1 support to over 5,000 end users around the world. Our job is to ensure our customers have access to the best IT support to keep them fully operational and able to support their mission. The ideal candidate will be passionate about technology, problem solving, and excel at customer service.

Responsibilities

• The Service Desk technician will serve as the initial point of contact and will gather and analyze information about the user’s current IT issues, answer basic customer inquiries regarding agency hardware or software and troubleshoot network connectivity issues.
• The Service Desk technician will be responsible for providing IT support for all incoming phone calls and tickets assigned.
• The Service Desk Technician will be responsible for documenting, tracking, and monitoring problem resolution in a timely manner.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Maintain close contact with the customer at all times, making appropriate entries in the ticketing system throughout incident resolution.
• Follow Service Desk standard processes and procedures.
• Ensure all IT requests are resolved in accordance with our current SLA guidelines.

Skills:

• Exemplary telephone skills
• Excellent customer service and interpersonal skills.
• Excellent written and verbal communications.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Excellent attention to detail, organizational skills.

Qualifications

• Associates degree in an IT-related field or in lieu of a degree, 2 years of IT experience
• Two (2) years of directly related experience supporting IT help desk Tier 1, preferably supporting a large-scale government customer.
• Demonstrated knowledge of help desk ticketing systems desired.
• Demonstrated knowledge of Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics.
• Demonstrated knowledge of Microsoft office, Word, Excel, Outlook, PowerPoint, Ect.
• IAT Level I baseline certification” A or Security ” in accordance with DoDD 8140.01 “Cyberspace Workforce Management”.
• Ability to pass a high-level background investigation.