IT Service Desk Specialist I

About the role

Dexian Government Solutions is seeking an IT Service Desk Specialist I to provide entry-level, in-person front-line IT support to ATAMMC users at the Walk-In Center located at 9300 DeWitt Loop, Fort Belvoir, VA 22060. This role supports the Defense Health Agency (DHA) GSP TO7 contract.

Responsibilities

• Greet and provide in-person support to users at the ATAMMC Walk-In Center.
• Create support tickets, answer user questions, and assist with account creation.
• Manage all tickets within the DHA ticketing system (ServiceNow), adhering to ATAMMC Service Catalog and performance metrics.
• Handle ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
• Communicate incident and request status to users.
• Provide comprehensive desk-side and remote assistance to resolve hardware and software issues.
• Offer on-site support for troubleshooting, configuration, patching, and installation of authorized hardware and software.
• Assist users with CAC pin resets and support in-processing and out-processing of employees.
• Support the lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.

Requirements

• 2+ years of progressive experience in IT help desk or customer support.
• Associate of Arts (AD), Associate of Applied Science (AAS), military training, and/or equivalent years of experience.
• Experience providing customer-facing IT support including ticket creation and basic troubleshooting.
• Experience with Windows operating systems and basic desktop support.
• Strong customer service and communication skills.
• Current IAT I Certification (required to start).
• Current/Active DOD Secret Clearance (required to start).

Benefits

• Open Paid Time Off.
• 11 Federal Paid Holidays & 5 Paid Sick Days.
• Company-paid Life/AD&D insurance.
• Company-paid Short Term and Long-Term Disability.
• Health Insurance with Company Contribution.
• 401k Plan with Company Match.
• Employee Recognition Program.
• Opportunity for Employee Referral Bonus.
• Opportunity for annual Performance Bonus.

Schedule

Monday–Friday, 0700–1600.

About the company

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian has received recognitions such as rankings on "Top 50 Companies to Watch," Washington Technology's Annual "FAST 50," and Inc. 500's List of "Fastest Growing Private Companies."