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Service Desk Technician

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Innovative Management Concept

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Location:
United States , Dahlgren

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

80000.00 - 86000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • Provide walk-in and live, onsite 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
  • Use knowledge of software associated with the Standard Desktop Configuration (MS Office, Adobe, and current authorized web browsers)
  • Provide in-depth and high-level onsite 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
  • Use 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

Requirements:

  • CompTIA Security+CE or higher certification to meet IAT Level II requirements
  • Pursuant to a government contract, this specific position requires U.S. Citizenship
  • Current DoD TS/SCI clearance eligibility day one and prior to entry on duty
  • Three to seven 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 Computer set-up, configuration, and troubleshooting
  • Experience with MS Office, Adobe, authorized Web Browsers
  • Experience with 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
What we offer:
  • 401(k) with a 3% employer match
  • paid time off
  • paid holidays
  • FSA spending
  • dental
  • vision
  • health insurance
  • company-sponsored AD&D
  • life insurance
  • may also be eligible for a bonus and/or other incentives

Additional Information:

Job Posted:
January 02, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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