Job Details

Customer Technical Support Engineer (Service Desk)


Phacil, Inc.


Andover, MA 01810

Looking for a rewarding and challenging career with a dynamic, growing organization? Phacil is your answer. We have an immediate need for a Help Desk Specialist to support an important government customer in Andover, Massachusetts

Clearance Level (Required to Start) TS/SCI

Daily Job Responsibilities

Responsible for responding, prioritizing, and coordinating resolution of service requests residing on DSS networks (NIPR/SIPR/JWICS/BICES/Insider Threat-Internal).
Provide remote support as well as onsite support for customers at the RKB, the Center for Development of Security Excellence (CDSE), regional and local field offices, other remote locations, and Very Important Persons (VIPs) as necessary.
Interface for all service requests related to DSS’ IT environment and mission applications.
Provide Operations & Maintenance (O&M) support of the SD.
Provide timely acknowledgement of service requests, problem identification, root cause analysis, escalation, resolution, and closure for all service requests. Response to service requests shall be based on the DSS prioritization level and SLAs identified by the Government.
Ensure customer satisfaction benchmarks and current metrics are tracked and made transparent via a shared portal (i.e., IOD).
Provide a status on service requests for users (i.e., via an automated self-accessible portal or through direct follow-up communication).
Provide end-user account administration services (add/change/remove).
Provide deskside support to resolve customer service requests.

Required Skills: Minimum of 2 – 4 years of experience as a technician performing IT Service Desk requirements.

Preferred Skills: Experience supporting VIP and Senior Government Executive customers with information technology requirements.

Degree Required/Equivalent Experience w/o degree Bachelor's with 2 - 4 years of experience or a Master's with 0-2 years of experience

Certification Requirements Meet or exceed DoD 8570.1 requirements as follows: Information Assurance Technical (IAT) Level II which consists of either: Security+ CE, GSEC, or SSCP.

Travel Requirement : A minimum of 5% travel is required on the contract within MA and possibly NJ

Phacil, and employee-owned company, started in 2001, is an award winning, ISO 9001, ISO/IEC 20000-1, ISO 27001 and CMMI Maturity Level 3 certified Government Contractor. The Company provides services across a broad range of information technology disciplines including: Software Development & Integration, Operations & Maintenance, Network Engineering, Data Center Operations, Cyber Security, Information Assurance, Geographic Information Systems, Technical Consulting, and Business Operations. Phacil has received a number of recognitions, including rankings on Washington Business Journal’s Top Government Technology Contractors, CRN Solution Provider 500, and Software Magazine Software 500.

Our vision is to bring best practices from the commercial sector to the Federal Government. Phacil is a very different kind of Company compared to the traditional Federal Government Contractor and our results spring from a culture that values a tremendous work ethic, strong employee development, and exceptional customer service.

All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status
Post Date:
Minimum Clearance:
Top Secret/SCI - SCI Eligible
Minimum Experience Required:
5+ yrs experience
Job Category:
IT - Hardware
Unspecified annual salary
Unspecified hourly wage
Compensation Comments:
Competitive plus Per Dien for Travel
Referral Bonus Comments:
$1700 for employees who refer
Group ID: