Service Desk Technician (6757)

About the role

Provide onsite 24x7x365 ITIL-based Service Desk support focused on mission-critical incidents at Post and for VIPs. Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set, with the goal of making an impact across the federal government.

Responsibilities

• Provide support to end users for PC, server, applications, and hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating issues and serve as a liaison with customers and clients to resolve issues, track problems, and provide solutions.
• Provide technical assistance via phone, email, and in person as required.
• Provide ad-hoc equipment and software tutorials, perform daily quality checks, and produce a weekly report.
• Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set.
• Integrate knowledge management and training in ServiceDesk operations.

Requirements

• 2 years of experience with ServiceNow and/or Remedy.
• 2 years of experience in Help Desk operations.
• Knowledge/experience in resolving problems associated with hardware and software issues that may result from PCs, servers, mainframes, and applications.
• Understanding of PC hardware and connectivity components.
• Strong knowledge of Windows 7 and Windows 10.
• Experience supporting monitoring tools.
• High school diploma.
• Active Secret clearance (clearable up to Top-Secret).

Pay

Salary range: $50,000 - $60,000. The final salary offered will be determined based on qualifications, skills, relevant experience, role responsibilities, and internal equity.

This role is eligible for additional compensation, including performance-based bonuses, company-paid training and/or certifications, and referral bonuses.

Benefits

• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and holidays.
• Parental leave and dependent care.
• Flexible work arrangements.
• Professional development opportunities.
• Employee assistance and wellness programs.