Job title: IT Service Desk Technician
Company: SDA Solutions LLC
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, VAClearance: 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
- 2+ years experience working in an IT Service Desk or Tier I operations environment
- 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
- 2+ years 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-timeSalary: $39,000.00 – $44,000.00 per yearBenefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Experience level:
- 1 year
Schedule:
- 8 hour shift
Work Location: In person
Expected salary: $38000 per year
Location: Quantico, VA
Job date: Thu, 21 Mar 2024 00:50:40 GMT
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