Service Desk Technician

About the role

Bridge Defense seeks highly qualified Service Desk Technicians to support the Army Enterprise Service Desk under an existing contract. This position serves as the initial point of contact for customers requiring technical support for hardware, software, systems, and applications in a fast-paced enterprise environment. Candidates must reside near Ft. Huachuca, Arizona, as this is a 100% onsite position. This is a pipeline opportunity supporting future staffing requirements.

Responsibilities

• Serve as the initial point of contact for customers via telephone, email, or live chat to provide technical support for hardware, systems, subsystems, and applications.
• Aid customers with navigating application menus and remotely access customer systems when necessary.
• Troubleshoot network connectivity issues, including VPN access and remote user support.
• Support users with Active Directory account unlocks and password resets.
• Troubleshoot and resolve issues related to Windows operating systems and Microsoft Outlook.
• Develop and maintain productive customer relationships while delivering excellent customer service.
• Provide alternative solutions where appropriate to support customer satisfaction and mission continuity.
• Escalate complex technical issues to Remote Support Engineering staff or Field Engineering teams when required.
• Document incidents, resolutions, and troubleshooting efforts in accordance with customer and contract requirements.
• Successfully meet customer-driven performance metrics and service level expectations.

Requirements

• Must be a U.S. Citizen.
• Must possess or have the ability to obtain a U.S. Government Secret security clearance prior to hire.
• Sponsorship is available for qualified candidates.
• Must possess a current Level I AIT certification.
• Strong knowledge of network troubleshooting, including connectivity issues, TCP/IP, VPN software, and remote user support.
• Understanding of Active Directory administration, including password resets and account unlocks.
• Proficient troubleshooting skills across Windows operating systems.
• Ability to troubleshoot and resolve Microsoft Outlook and email-related issues.
• Strong written and verbal communication skills.
• Outstanding customer service and interpersonal skills.
• Previous technical support or help desk experience preferred.
• Ability to successfully meet customer metric requirements in a high-volume support environment.
• High School Diploma or equivalent required.

Qualifications

• Mandatory education: High School Diploma or equivalent.
• Experience: Previous technical support or help desk experience preferred.
• Experience: Ability to successfully meet customer metric requirements in a high-volume support environment.

Skills

• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication abilities.
• Ability to prioritize competing requirements in a fast-paced environment.
• Ability to communicate and interact effectively at all levels of staff and management.
• Ability to exercise independent judgment and work collaboratively within a team environment.
• Strong written and verbal communication skills.
• Self-starter mentality with the ability to adapt to changing priorities and operational requirements.
• Technically curious with a willingness to learn new tools, systems, and technologies.
• Ability to develop peer networks and maintain technical awareness to support issue resolution.
• Flexibility, professionalism, and a commitment to continuous improvement.

Benefits

The Successful Candidate Will Possess Strong troubleshooting, analytical, and problem-solving skills. Excellent customer service and communication abilities. Ability to prioritize competing requirements in a fast-paced environment. Ability to communicate and interact effectively at all levels of staff and management. Ability to exercise independent judgment and work collaboratively within a team environment. Strong written and verbal communication skills. Self-starter mentality with the ability to adapt to changing priorities and operational requirements. Technically curious with a willingness to learn new tools, systems, and technologies. Ability to develop peer networks and maintain technical awareness to support issue resolution. Flexibility, professionalism, and a commitment to continuous improvement.

Pay

Competitive compensation is provided.

Schedule

No relocation assistance available. Must be able to sit/stand at a desk for long periods and lift up to 20 pounds occasionally. Must be able to multi-task and rapidly change priorities with limited notice.