Service Desk Technician

Are you interested in continuing your career in Combined Joint Task Force-Horn of Africa/AFRICOM in a mission focused environment? We are looking for experienced, innovative and motivated IT Specialists to support enablement of CJTF-HOA mission objectives.

Position Description:

The Service Desk Technician communicates clearly and succinctly both written and orally, and has a positive customer service attitude and interacts with customers in a professional manner. This position is in a dynamic fast paced environment that requires team interaction and coordination of efforts. Specifically, the Service Desk Technician is responsible for:

• Collection of incident information through customer conversation & self-service support tools
• Conducting initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of desktop computers, printers, application software products and/or infrastructure components.
• Conducting account creation and administration utilizing Microsoft Identity Manager.
• Engaging other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to tiers of IT Services.
• Tracking incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
• Documenting resolutions and updates self-help and staff knowledge bases.

Position Requirements:

• Currently hold and maintain an adjudicated Secret Clearance
• Active DOD 8570 IAT 2 certification (CompTIA Security +, equivalent or greater)
• Microsoft 365 Certified: Modern Desktop Administrator Associate certification. Or Microsoft Certified Solutions Associate (MCSA): Windows 10, or equivalent MS Azure certification
• 5+ years of experience in service desk or related IT work
• Experience with desktop support, administration, and troubleshooting
• Experience troubleshooting and administering Microsoft Windows 11 desktop systems
• Experience with Active Directory
• Experience with Microsoft Identity Manager creating accounts
• Experience and working knowledge of Service Now ticketing service
• Experience DoD DEPO (Defense Enterprise Provisioning Online) and GFUD (Global Federated User Directory) for email
• Experience in Microsoft Word, Excel, Access, Outlook and PowerShell
• Able to effectively communication throughout all levels of operational command