Service Desk Technician

WHAT YOU WILL DO

• Able to manage multiple customer service and service desk functions
• Receives and handles requests for service, following agreed procedures
• Promptly allocates calls as appropriate
• Logs incidents and service requests, and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Acts under guidance to record and track reliability data for your services
• Systematically interprets user problems and identifies solutions and possible side effects
• Uses experience to address user problems and interrogates database for potential solutions
• Escalates complex or unresolved incidents
• Records and tracks issues from outset to conclusion
• Responds to common requests for service by providing information to enable fulfilment
• Promptly allocates unresolved calls as appropriate
• Maintains records, informs users about the process and advises relevant persons of actions taken
• Acts as the routine contact point, receiving and handling requests for support
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution
• Provides first line troubleshooting and resolution for a variety of customer issues and promptly allocates unresolved issues as appropriate
• Affords assistance with the development of standards, and applies these to track, monitor, report, resolve or escalate issues
• Contributes to creation of support documentation

Experience Requirements

• 2+years of related work experience

Education Requirements

• BA/BS in Information Technology related field or the equivalent combination of education, technical training, or work/military experience

Certification Requirements

• DoD 8570.01 certification required – Security+ CE or higher

Security Requirements

• Must have fully adjudicated Top Secret-SCI security clearance
• CI/Polygraph may be required after hire

Work Location

• Newington, VA