Service Desk Technician

About the role

Join our growing team with a 21st Century Vision! At KaylaTek, we believe in the power of our people to drive our success. We focus on building and enhancing careers through continuous professional development, training, and a high-quality of life. Our team members choose KaylaTek because of our competitive compensation and benefits, dedication to education, and outstanding service.

Grow Strong Vision

Our Grow Strong Vision includes a supportive environment where employees can grow, learn, and feel a sense of belonging, not just a place to work. We offer a comprehensive range of employee benefits including:

• Comprehensive Medical, Dental, Vision plans
• FSA, HSA, 401(k) with company match
• Short-Term and Long-Term Disability
• Life and Accidental Death and Dismemberment Insurance
• Paid Time Off, 11 Paid Holidays
• Employee Assistance Program (EAP)
• Professional Development Program
• Military Leave Support
• Referral bonuses

Essential Job Functions

Provide phone, email, and web support to users. This includes greeting customers, diagnosing hardware, software, and operator problems, recommending remedial actions or procedural changes, loading and configuring software, and providing technical assistance and training to system users.

Basic Qualifications

Minimum/General Experience: Entry level position requiring no prior experience.

• Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software. Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users.
• Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution. Two years of relevant experience may substitute for a degree.

Clearance

Clearance: Final Secret DOD Clearance required.

Location

Joint Base Andrews, MD - 100% on site.

Essential Job Functions

Provides phone, email, and web support to users. This includes greeting customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups when necessary. Troubleshoots the problem being reported to determine the general issue, e.g., hardware, software, applications, telecommunications, desktops, mobile devices, and printers, and provides detailed analysis of the problem. Assists with determining if equipment replacement is warranted and arranges appropriate resolution under warranty. Updates assigned tickets and continuously coordinates necessary work. Documents status updates and communicates to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verifies problem resolution prior to closure of the ticket. Escalates the problem to the next level support if the issue cannot be resolved at Level 1. Provides excellent phone support and oral and written communication skills.

Basic Qualifications

Minimum/General Experience: Entry level position requiring no prior experience.

• Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software. Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users.
• Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution. Two years of relevant experience may substitute for a degree.

Clearance

Clearance: Final Secret DOD Clearance required.

Location

Joint Base Andrews, MD - 100% on site.

Essential Job Functions

Provides phone, email, and web support to users. This includes greeting customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups when necessary. Troubleshoots the problem being reported to determine the general issue, e.g., hardware, software, applications, telecommunications, desktops, mobile devices, and printers, and provides detailed analysis of the problem. Assists with determining if equipment replacement is warranted and arranges appropriate resolution under warranty. Updates assigned tickets and continuously coordinates necessary work. Documents status updates and communicates to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verifies problem resolution prior to closure of the ticket. Escalates the problem to the next level support if the issue cannot be resolved at Level 1. Provides excellent phone support and oral and written communication skills.

Basic Qualifications

Minimum/General Experience: Entry level position requiring no prior experience.

• Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software. Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users.
• Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution. Two years of relevant experience may substitute for a degree.

Clearance

Clearance: Final Secret DOD Clearance required.

Location

Joint Base Andrews, MD - 100% on site.

Essential Job Functions

Provides phone, email, and web support to users. This includes greeting customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups when necessary. Troubleshoots the problem being reported to determine the general issue, e.g., hardware, software, applications, telecommunications, desktops, mobile devices, and printers, and provides detailed analysis of the problem. Assists with determining if equipment replacement is warranted and arranges appropriate resolution under warranty. Updates assigned tickets and continuously coordinates necessary work. Documents status updates and communicates to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verifies problem resolution prior to closure of the ticket. Escalates the problem to the next level support if the issue cannot be resolved at Level 1. Provides excellent phone support and oral and written communication skills.

Basic Qualifications

Minimum/General Experience: Entry level position requiring no prior experience.

• Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software. Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users.
• Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution. Two years of relevant experience may substitute for a degree.

Clearance

Clearance: Final Secret DOD Clearance required.

Location

Joint Base Andrews, MD - 100% on site.

Essential Job Functions

Provides phone, email, and web support to users. This includes greeting customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups when necessary. Troubleshoots the problem being reported to determine the general issue, e.g., hardware, software, applications, telecommunications, desktops, mobile devices, and printers, and provides detailed analysis of the problem. Assists with determining if equipment replacement is warranted and arranges appropriate resolution under warranty. Updates assigned tickets and continuously coordinates necessary work. Documents status updates and communicates to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verifies problem resolution prior to closure of the ticket. Escalates the problem to the next level support if the issue cannot be resolved at Level 1. Provides excellent phone support and oral and written communication skills.

Basic Qualifications

Minimum/General Experience: Entry level position requiring no prior experience.

• Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software. Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users.
• Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution. Two years of relevant experience may substitute for a degree.

Clearance

Clearance: Final Secret DOD Clearance required.

Location

Joint Base Andrews, MD - 100% on site.

Essential Job Functions

Provides phone, email, and web support to users. This includes greeting customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups when necessary. Troubleshoots the problem being reported to determine the general issue, e.g., hardware, software, applications, telecommunications, desktops, mobile devices, and printers, and provides detailed analysis of the problem. Assists with determining if equipment replacement is warranted and arranges appropriate resolution under warranty. Updates assigned tickets and continuously coordinates necessary work. Documents status updates and communicates to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verifies problem resolution prior to closure of the ticket. Escalates the problem to the next level support if the issue cannot be resolved at Level 1. Provides excellent phone support and oral and written communication skills.

Basic Qualifications

Minimum/General Experience: Entry level position requiring no prior experience.

• Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software. Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users.
• Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution. Two years of relevant experience may substitute for a degree.

Clearance

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