What are the responsibilities and job description for the Service Desk Support Technician position at System One?
ALTA IT Services is looking for a Service Desk Technician to work for a Government Contractor. This is a great opportunity to bring your skills to the table and learn new skills as well.
More About the Role:
- Guide and assist users in system, application, and network troubleshooting.
- Accurately, timely, and concisely document customer issues using the service ticketing system.
- Ability to learn quickly and follow detailed technical instructions.
- Ability to create new support knowledge articles and repeatable troubleshooting steps/processes for end-user and Service Delivery Team use.
- Own highly complex technical issues and conduct advanced research for desktop solutions from discovery to resolution.
- Install new hardware and software, as well as perform system updates/upgrades.
- Implement information technology security directives to include windows patching of customer issued devices to ensure that security and OS levels remain up to date.
- Experience with the Remedy ticketing system.
- Experience with Active Directory, Group Policy, user account management, and similar Windows support services.
- Experience with M365 products (Outlook, Word, Excel, PowerPoint, etc.).
- Experience with Microsoft Endpoint Configuration Manager (MECM) / System Center Configuration Manager (SCCM), specifically application deployment.
- Experience with mobile device administration management (iPhone, iPad)
- Work with other IT support components to coordinate new/replacement device delivery in support of customer needs.
You’ll Bring These Qualifications:
- Undergraduate degree (BA/BS), preferably in a technical discipline
- 3 direct years’ experience supporting either Help Desk/Service Desk or Desktop Computing management
- Ability to manage and coordinate direct customer interactions from incoming calls, walk-up’s, emails, support calls, and via third-party.
- Ability to effectively and efficiently escalate end user issue to other IT support components.
- Experience performing repairs, maintenance, and troubleshooting on Windows-based personal computers.
- Understanding and ability to apply standards, principles, theories, and technical concepts obtained through advanced education combined with experience.
- Experience performing repairs, maintenance, and troubleshooting in LAN/WAN environment.
- Excellent oral and written communication skills.
- Ability to obtain and maintain clearance (U.S Citizenship required)
These Qualifications Would be Nice to Have:
- Certified HDI Support Center Analyst
- Comptia A and/or Comptia Network Certification
- ITIL Foundation
- Previous experience on other Government contracts, especially in litigation support environment.
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