Service Desk Technician

Service Desk Technician

This position will serve as the initial customer interface for all local IT issues associated with hardware, software, and accounts, recording information in the ITSM system, assigning ticket priority, and submitting support tickets on behalf of the user when necessary.

Pay Rate: $38.46 - $41.34 per hr. during the first six months of the contract. $80,000 - $86,000 upon conversion.

Work Location: Completely on-site in Dahlgren, VA.

Basic Required Qualifications and Skills:

• At start date, must possess CompTIA Security CE or higher certification to meet IAT Level II requirements.
• Three (3) to seven (7) years of help desk experience or related technical field experience.
• Maintain technical and management certifications as per DoDM 8140.03
• Compliance with DoD and Command’s Cybersecurity Policies.
• Experience with the following:
• Computer set-up, configuration, and troubleshooting
• MS Office, Adobe, authorized Web Browsers
• Incident management process and its application
• Detail-oriented and highly organized, with excellent written and oral communication skills.
• Excellent interpersonal skills for dealing with diverse military and civilian stakeholders.
• Successful completion of privileged user account exam.
• Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
• All applicants must have current DoD TS/SCI clearance eligibility day one and prior to entry on duty.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Provide walk-in and live, on-site telephone coverage during normal service hours.
• Answer customer telephone calls and emails to the service desk during normal service hours.
• Record any additional information obtained from the user in the ITSM system.
• Provide users with a ticket number via email if/when the user does not submit a ticket for support.
• Perform initial diagnosis and analysis of incidents and provide immediate resolution and recovery when possible; or facilitate effective hand-off escalation of incidents as needed.
• Utilize knowledge of software associated with the Standard Desktop Configuration (MS Office, Adobe, and current authorized Web Browsers).
• Provide in-depth and high-level on-site telephone support to the end-user community on problems, questions, and use related to hardware, software, and networks, and dispatching field engineers from the appropriate team when applicable.
• Set up, configure, use, and troubleshoot classified systems and networks.
• Utilize automated help desk management systems for efficient support operations.
• Ensure compliance with Department of Defense and Command’s Cybersecurity policies and processes.
• Other duties as assigned.