Service Desk Technician

Job Responsibilities

• Provide Tier I and Tier II technical support for hardware and software.
• Recommend system modifications to enhance the usability of Information Systems and network resources.
• Route and escalate requests to Tier III and other teams for quick customer issue resolution.
• May work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.
• Work with customers to develop new value-added programs and data solutions with existing structures and new requirements.

Qualifications

• Must have a High School Diploma with two (2+) years of relevant experience working in an IT or Service Desk environment.
• Must have an active DoD Secret Clearance and be willing to obtain a Top Secret clearance.
• Must have IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+, CCNA Security, GICSP, GSEC, SSCP, etc.).
• Must receive Microsoft 365 Certified Endpoint Administrator Associate, or equivalent, within 6 months of start date.

Preferred Qualifications

• A BA/BS degree in Computer Science, Information Systems, or a related field with a comprehensive understanding of computer science concepts.
• Experience in Cisco network administration, including configuration, troubleshooting, and maintenance of Cisco routers, switches, and firewalls.
• Proficiency with Microsoft Office products.
• Experience creating and modifying documentation for technical processes and procedures.
• Experience working in a Department of Defense (DoD) environment.
• A problem solver and troubleshooter who thrives in resolving complex problems.
• Strong self-starter requiring minimal supervision.
• Excellent communication skills (written and oral) and interpersonal skills.
• Excellent organizational skills, attention to detail, and ability to prioritize and manage multiple tasks.

Pay

The target salary range for this position is $40,001 - $80,000, based on experience and other factors.