IT Service Desk Technician

Job Description:

SDA Solutions LLC is looking for a motivated Service Desk Technician to perform Tier I functions for a DoD Federal Customer, located in Quantico, Va. This is in direct support of a recently awarded 5 year network support contract effort. The candidate will provide Tier I administration functions in support of an enterprise service desk and enterprise directory team that currently supports over 6500 users worldwide.

Summary:

The Service Desk Technician is responsible for a full range of hands on support to the federal customer user base. Support includes software, hardware, server administration, handheld devices and mission applications support.

• Provides on-site support to end users on a variety of issues.
• Responds to trouble tickets
• Successfully manages assigned tickets to closure
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solutions
• Follow-up with end users to provide status updates as per service level agreements (SLA's)
• Support Tier II and Tier III engineering analysis initiatives when applicable

Location: Quantico,VA

Clearance: Secret Required

**Candidates without a secret clearance need not apply and will not be considered for hire.**

Education & Experience:

• A Bachelor's Degree in a technical or business-related field
• 1 years’ experience can be substituted for bachelor’s degree

Required Certifications:

• Security CE
• Microsoft OS Certification

Minimum Qualifications:

• Under general supervision, monitors and responds to hardware and software problems
• Highly responsive to customer requests.
• Basic understanding of networking and network troubleshooting tools
• Experience with multi-platform Windows O/S required
• Analytical/cognitive skills to troubleshoot complex and technical problems
• Willingness to gather information during troubleshooting to provide detailed information for escalation
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• Experience in Microsoft Windows administration and/or desktop administration
• Ensure a positive Customer Experience when dealing with all level of users

Desired Qualifications:

• Certification in relevant IT products/technologies (Examples, CompTIA (A , Network , Server and Security CE) certifications and/or Microsoft Certification IT Professional (e.g. MD100))
• Experience using ITSM Ticketing tools (e. g. BMC Remedy or similar ticketing systems to manage and track incidents)
• Experience managing users and mailboxes in Exchange and O365
• Basic knowledge of Active Directory, Group Policies, and User/Group management
• Basic knowledge using command prompt and PowerShell
• Customer service experience

Job Type: Full-Time, on-call, after hours, with some opportunity for remote work

Work remotely

• No

Job Type: Full-time

Pay: From $48,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

License/Certification:

• CompTIA Security (Required)

Security clearance:

• Secret (Required)

Work Location: In person

Salary : $48,000