Job Type: full-time
Location: on-site in D.C., Wednesday to Saturday
This role requires an TS/Top Secret Security Clearance
Our client is seeking an experienced Service Desk technician to join their team fully on-site in D.C. The ideal candidate will focus on Tier 1 and Tier 2 support, including properly documenting, prioritizing and escalating within the ticketing system, as well as many other important functions in this role.
Responsibilities:
- Receive, document, triage, escalate, and respond to all customer requests within an acceptable timeframe, as defined by the current Service Levels (Tier 1 and Tier 2 support).
- Properly document, prioritize, and escalate all reported problems using the Help Desk ticketing system, ensuring resolution of each issue.
- Coordinate procurement and repair of personal computer equipment and printing technologies with outside vendors, as needed.
- Communicate system alerts, outages, planned upgrades, and restoration activities to relevant departments and teams.
- Provide support for laptop, tablet, and desktop devices, including software/hardware configuration, troubleshooting, and repairs.
- Maintain technical proficiency to handle common user inquiries regarding line-of-business applications, Windows applications, and network issues.
- Support mobile device management through Microsoft Intune MDM for provisioning and managing devices.
- Participate in Infrastructure Team meetings and collaborate with Technology managers on ongoing improvements and projects.
Requirements:
- Active TS/Top Secret Security Clearance
- Ability to work on-site in D.C., Wednesday to Saturday
- 3 - 5 years of general IT experience, with at least 2+ years in a Windows environment.
- Experience as a Service Technician providing Tier 1 and Tier 2 support.
- Familiarity with end-user operations, including system sign-on, Active Directory maintenance, Exchange, and Microsoft Office programs (e.g., Outlook).
- Experience with PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android), and client PC connectivity (ethernet, TCP/IP, VPN).
- Knowledge of file servers and basic networking concepts.
- Mobile Device Support: Experience provisioning and managing mobile devices using Microsoft Intune Mobile Device Management (MDM) software.
- Communication Skills: Exemplary telephone skills and the ability to provide clear, concise customer service.
- Service Desk Experience: Ability to write detailed and accurate logs of all user contact using ServiceNow or a similar service desk tool.
- Problem-Solving: Strong analytical and problem-solving skills, with a passion for troubleshooting and resolving issues.
- Clearance: Active Top-Secret clearance with SCI eligibility.
- Availability: Willingness to work the specified shift of Wednesday-Saturday, 7 am to 5 pm.