IT Service Desk Technician

SDA Solutions LLC is looking for a motivated Service Desk Technician to perform Tier I functions for a DoD Federal Customer, located in Quantico, Va. This is in direct support of a recently awarded 5 year network support contract effort. The candidate will provide Tier I administration functions in support of an enterprise service desk and enterprise directory team that currently supports over 6500 users worldwide.

Summary:

The Service Desk Technician is responsible for a full range of hands on support to the federal customer user base. Support includes software, hardware, server administration, handheld devices and mission applications support.

Provides on-site support to end users on a variety of issues.
Responds to trouble tickets
Successfully manages assigned tickets to closure
Diagnoses and troubleshoots end user desktop application issues and provides appropriate solutions
Follow-up with end users to provide status updates as per service level agreements (SLA's)
Support Tier II and Tier III engineering analysis initiatives when applicable
Location: Quantico,VA

Clearance: Secret Required

**Candidates without a secret clearance need not apply and will not be considered for hire.**

Education & Experience:

A Bachelor's Degree in a technical or business-related field (can be currently enrolled)
1+ years’ experience can be substituted for bachelor’s degree
Required Certifications:

Security + CE
Microsoft OS Certification
Minimum Qualifications:

Under general supervision, monitors and responds to hardware and software problems
2+ years experience working in an IT Service Desk or Tier I operations environment
Highly responsive to customer requests.
Basic understanding of networking and network troubleshooting tools
Experience with multi-platform Windows O/S required
Analytical/cognitive skills to troubleshoot complex and technical problems
Willingness to gather information during troubleshooting to provide detailed information for escalation
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
2+ years experience in Microsoft Windows administration and/or desktop administration
Ensure a positive Customer Experience when dealing with all level of users
Desired Qualifications:

Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ CE) certifications and/or Microsoft Certification IT Professional (e.g. MD100))
Experience using ITSM Ticketing tools (e. g. BMC Remedy or similar ticketing systems to manage and track incidents)
Experience managing users and mailboxes in Exchange and O365
Basic knowledge of Active Directory, Group Policies, and User/Group management
Basic knowledge using command prompt and PowerShell
Customer service experience
Job Type: Full-Time, on-call, after hours, with some opportunity for remote work

Work remotely

No
Job Type: Full-time

Benefits:


401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible schedule
Health insurance
Health savings account
Life insurance
Paid time off
Professional development assistance
Referral program
Retirement plan
Tuition reimbursement
Vision insurance