Helpdesk Specialist - Junior

We are seeking an Intermediate Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. Our program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in Fort Belvoir, VA.

About the role

In this role, you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.

Responsibilities

• Serve as the initial point of contact for IT-related problems and incidents, providing phone, online, and deskside support to users.
• Perform technical triage, troubleshooting, and issue resolution, following escalation protocols as necessary.
• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues to customers and assist with resolution.
• Analyze, troubleshoot, and resolve tickets based on the Help Desk allocation process.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Ensure assigned tickets stay within the program’s AQL/SLA commitments.
• Open and close tickets in Remedy and/or Service Now, ensuring all tickets, requests, and work orders are properly documented.
• Create or coordinate the development of Knowledge Base Articles (KBA).
• Troubleshoot complex problems to derive root causes and apply correct fixes or workarounds.
• Provide support for new employees setting up ADPE (e.g., monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and resolving any account administration issues to provide access to necessary websites, applications, or services.

Skills

• Help desk support
• Troubleshooting
• Windows 10 (Win10)
• Customer service

Pay

The pay range for this position is $40.00 - $42.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental, and vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)

Schedule

This is a fully onsite position based in Fort Belvoir, VA.