What are the responsibilities and job description for the Service Desk Technician position at Zachary Piper Solutions?
Zachary Piper Solutions is seeking a Service Desk Technician to support a federal program in Dahlgren, VA. The Service Desk Technician will be the first point of contact for users experiencing local IT issues involving hardware, software, or account access. Responsibilities include logging details in the ITSM system, determining ticket priority, and generating support tickets on behalf of users when required. Must hold an active TS/SCI security clearance.
Responsibilities of the Service Desk Technician:
walk-in support, phone support, ITSM system, ticketing, incident escalation, troubleshooting, hardware support, software support, network support, MS Office, Adobe, web browsers, classified systems, network configuration, help desk tools, DoD compliance, cybersecurity policies, technical support, service desk, end-user support, system setup, system maintenance, remote support, customer service, incident management, IT specialist, help desk
Responsibilities of the Service Desk Technician:
- Provide walk-in and phone support during service hours
- Respond to calls and emails, logging details in the ITSM system
- Assign ticket numbers and escalate issues when needed
- Troubleshoot and resolve hardware, software, and network issues
- Support standard desktop apps (MS Office, Adobe, browsers)
- Set up and maintain classified systems and networks
- Use automated help desk tools for efficient operations
- Ensure compliance with DoD cybersecurity policies
- Must hold CompTIA Security CE or higher at start date (IAT Level II)
- 1-3 years of help desk or related technical experience
- Maintain certifications per DoDM 8140.03
- Must hold an active TS/SCI clearance.
- Salary Range: $80,000 - $86,000 (based on experience)
- Comprehensive benefits:
- Paid Time Off and Military Service Leave
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Savings Plan (with Employer Matching)
- Flexible Savings Accounts (Health Flexible Savings Account, Dependent Care Savings Account)
- Life and Accidental Death and Dismemberment Insurance
- Short- and Long-Term Disability Insurance
- Legal Service Plans
- Tuition Assistance
walk-in support, phone support, ITSM system, ticketing, incident escalation, troubleshooting, hardware support, software support, network support, MS Office, Adobe, web browsers, classified systems, network configuration, help desk tools, DoD compliance, cybersecurity policies, technical support, service desk, end-user support, system setup, system maintenance, remote support, customer service, incident management, IT specialist, help desk
Salary : $80,000 - $86,000