Job Requirements
Carlisle Barracks, PA
Secret Polygraph not specified
Entry Level (less than 2 yrs experience)
Salary not specified
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Job Description
Job Summary:
The Service Desk Technician is the front line of customer experience for end users across the Army War College. The role exists to resolve issues quickly, communicate clearly, and leave every customer confident that their problem was understood, addressed, and documented. Technical work is the means; customer support is the mission.
The technician delivers Tier 1 level support over the phone, in person, and remotely; manages the full ticket lifecycle in ServiceNow; and supports Windows 11, Microsoft 365, and approved third-party applications across laptops, desktops, Microsoft Surface devices, and shared collaboration spaces. Service quality, responsiveness, and professional conduct are evaluated as core performance criteria.
Customer Support Expectations:
• Ownership: Take personal responsibility for every ticket from first contact through verified resolution. Customers are not handed off — they are escorted.
• Responsiveness: Acknowledge new tickets and walk-ups within published service-level targets. When resolutions take longer than expected, proactively communicate status before the customer has to ask.
• Clarity: Explain technical issues in language matched to the customer’s role. Avoid jargon with non-technical users; avoid over-explaining with technical ones.
• Professional Conduct: Maintain composure and courtesy under pressure, including during outages, escalations, and interactions with high-ranking military personnel, foreign nationals, and VIPs.
• Documentation: Every interaction is recorded in ServiceNow with enough detail that a teammate could pick up the ticket cold and continue without re-interviewing the customer.
• Follow-Through: Confirm resolution with the customer before closing a ticket. Closure is a customer decision, not a technician decision.
Primary Responsibilities:
• Customer Intake and Triage: Serve as the first point of contact via phone, walk-up, email, and self-service portal. Capture symptoms, scope, and urgency accurately on first contact to minimize back-and-forth.
• Ticket Lifecycle Management: Create, categorize, update, and close tickets in ServiceNow with complete and auditable records. Maintain ticket hygiene so reporting, trending, and audit reviews remain reliable.
• Incident Resolution: Diagnose and resolve hardware, software, account, and connectivity issues in a Windows 11 and Microsoft 365 environment. Escalate to Tier 3 or platform owners with full context when an issue exceeds Tier 1/2 scope.
• Device Support: Install, troubleshoot, repair, and maintain laptops, desktops, Microsoft Surface Pros, printers, and multi-function devices. Image, re-image, and deploy devices on schedule and on demand.
• Application Support: Support Microsoft Teams, Microsoft 365, Adobe Creative Suite, and other approved third-party applications across secure government networks and commercial networks managed via Microsoft Azure.
• VIP, Event, and Conference Support: Provide white-glove support to executives, VIPs, seminar rooms, and briefing rooms. Pre-stage and validate equipment for conferences, briefings, and meetings so customers never troubleshoot during a live event.
• Multi-Network Support: Provide consistent service quality across all supported network domains, including commercial networks, adjusting workflows to the security posture of each environment.
• On-Call Support: Participate in rotational on-call coverage for mission-critical services. Respond within published timelines and communicate status to affected customers and leadership.
• Knowledge Sharing: Contribute to the ServiceNow knowledge base. Convert repeat issues into documented solutions so customers can self-serve and teammates can resolve faster.
Additional Responsibilities:
• Customer Feedback Loop: Document recurring pain points, training gaps, and process friction to the Service Desk Manager. Customer-impacting trends are reported, not absorbed silently.
• Asset and Warranty Support: Provide warranty and hardware information when needed and assist with the secure disposal and sanitization of retired equipment in accordance with policy.
• Logistics Support: Move and set up equipment, support event setup, and assist with technology refreshes when customer impact requires hands-on coordination.
• Continuous Improvement: Identify opportunities to reduce ticket volume, shorten resolution times, and improve customer experience. Recommend improvements through the appropriate change process.
• Other Duties: Perform additional tasks assigned in support of the Service Desk mission.
Qualifications:
• Experience: 1–2 years of Tier 1 PC and peripheral installation, upgrades, and maintenance, with demonstrated customer-facing support responsibilities.
• Education: High school diploma and completion of a computer technician course covering installation and repair.
• Certifications: CompTIA A+ or Network+ required; CompTIA Security+ strongly desirable.
• Clearance: Active Secret security clearance or higher is required.
Skills and Abilities:
• Customer Service: Demonstrated ability to handle difficult, frustrated, or time-pressured customers with patience and professionalism. Treats every interaction as a reflection of the organization.
• Communication: Strong verbal and written communication skills. Able to translate technical details into plain language for non-technical customers and to brief senior leaders concisely.
• Active Listening: Confirms understanding before troubleshooting. Asks clarifying questions rather than assuming intent.
• Problem-Solving: Resolves common issues from written, verbal, or diagram-based instructions, and makes sound decisions under time constraints without compromising security or process.
• Technical Proficiency: Working knowledge of Microsoft Azure, remote access tools, ServiceNow ITSM, and standard endpoint troubleshooting. Able to work issues independently to resolution or appropriate escalation.
• Discretion: Handles sensitive customer information, personnel matters, and incident details with appropriate confidentiality.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
Performance Indicators:
• First-contact resolution rate for in-scope Tier 1 issues.
• Adherence to acknowledgment and resolution service-level targets.
• Customer satisfaction scores on closed tickets.
• Ticket documentation quality as measured by management review and audit sampling.
• Reduction in repeat tickets through knowledge base contributions and customer education.
Physical Demands:
• Ability to lift at least 50 lbs. unassisted and up to 150 lbs. assisted.
Work Environment:
• Office setting with occasional exposure to loud noises; hearing protection is recommended where necessary.
The Service Desk Technician is the front line of customer experience for end users across the Army War College. The role exists to resolve issues quickly, communicate clearly, and leave every customer confident that their problem was understood, addressed, and documented. Technical work is the means; customer support is the mission.
The technician delivers Tier 1 level support over the phone, in person, and remotely; manages the full ticket lifecycle in ServiceNow; and supports Windows 11, Microsoft 365, and approved third-party applications across laptops, desktops, Microsoft Surface devices, and shared collaboration spaces. Service quality, responsiveness, and professional conduct are evaluated as core performance criteria.
Customer Support Expectations:
• Ownership: Take personal responsibility for every ticket from first contact through verified resolution. Customers are not handed off — they are escorted.
• Responsiveness: Acknowledge new tickets and walk-ups within published service-level targets. When resolutions take longer than expected, proactively communicate status before the customer has to ask.
• Clarity: Explain technical issues in language matched to the customer’s role. Avoid jargon with non-technical users; avoid over-explaining with technical ones.
• Professional Conduct: Maintain composure and courtesy under pressure, including during outages, escalations, and interactions with high-ranking military personnel, foreign nationals, and VIPs.
• Documentation: Every interaction is recorded in ServiceNow with enough detail that a teammate could pick up the ticket cold and continue without re-interviewing the customer.
• Follow-Through: Confirm resolution with the customer before closing a ticket. Closure is a customer decision, not a technician decision.
Primary Responsibilities:
• Customer Intake and Triage: Serve as the first point of contact via phone, walk-up, email, and self-service portal. Capture symptoms, scope, and urgency accurately on first contact to minimize back-and-forth.
• Ticket Lifecycle Management: Create, categorize, update, and close tickets in ServiceNow with complete and auditable records. Maintain ticket hygiene so reporting, trending, and audit reviews remain reliable.
• Incident Resolution: Diagnose and resolve hardware, software, account, and connectivity issues in a Windows 11 and Microsoft 365 environment. Escalate to Tier 3 or platform owners with full context when an issue exceeds Tier 1/2 scope.
• Device Support: Install, troubleshoot, repair, and maintain laptops, desktops, Microsoft Surface Pros, printers, and multi-function devices. Image, re-image, and deploy devices on schedule and on demand.
• Application Support: Support Microsoft Teams, Microsoft 365, Adobe Creative Suite, and other approved third-party applications across secure government networks and commercial networks managed via Microsoft Azure.
• VIP, Event, and Conference Support: Provide white-glove support to executives, VIPs, seminar rooms, and briefing rooms. Pre-stage and validate equipment for conferences, briefings, and meetings so customers never troubleshoot during a live event.
• Multi-Network Support: Provide consistent service quality across all supported network domains, including commercial networks, adjusting workflows to the security posture of each environment.
• On-Call Support: Participate in rotational on-call coverage for mission-critical services. Respond within published timelines and communicate status to affected customers and leadership.
• Knowledge Sharing: Contribute to the ServiceNow knowledge base. Convert repeat issues into documented solutions so customers can self-serve and teammates can resolve faster.
Additional Responsibilities:
• Customer Feedback Loop: Document recurring pain points, training gaps, and process friction to the Service Desk Manager. Customer-impacting trends are reported, not absorbed silently.
• Asset and Warranty Support: Provide warranty and hardware information when needed and assist with the secure disposal and sanitization of retired equipment in accordance with policy.
• Logistics Support: Move and set up equipment, support event setup, and assist with technology refreshes when customer impact requires hands-on coordination.
• Continuous Improvement: Identify opportunities to reduce ticket volume, shorten resolution times, and improve customer experience. Recommend improvements through the appropriate change process.
• Other Duties: Perform additional tasks assigned in support of the Service Desk mission.
Qualifications:
• Experience: 1–2 years of Tier 1 PC and peripheral installation, upgrades, and maintenance, with demonstrated customer-facing support responsibilities.
• Education: High school diploma and completion of a computer technician course covering installation and repair.
• Certifications: CompTIA A+ or Network+ required; CompTIA Security+ strongly desirable.
• Clearance: Active Secret security clearance or higher is required.
Skills and Abilities:
• Customer Service: Demonstrated ability to handle difficult, frustrated, or time-pressured customers with patience and professionalism. Treats every interaction as a reflection of the organization.
• Communication: Strong verbal and written communication skills. Able to translate technical details into plain language for non-technical customers and to brief senior leaders concisely.
• Active Listening: Confirms understanding before troubleshooting. Asks clarifying questions rather than assuming intent.
• Problem-Solving: Resolves common issues from written, verbal, or diagram-based instructions, and makes sound decisions under time constraints without compromising security or process.
• Technical Proficiency: Working knowledge of Microsoft Azure, remote access tools, ServiceNow ITSM, and standard endpoint troubleshooting. Able to work issues independently to resolution or appropriate escalation.
• Discretion: Handles sensitive customer information, personnel matters, and incident details with appropriate confidentiality.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.
Performance Indicators:
• First-contact resolution rate for in-scope Tier 1 issues.
• Adherence to acknowledgment and resolution service-level targets.
• Customer satisfaction scores on closed tickets.
• Ticket documentation quality as measured by management review and audit sampling.
• Reduction in repeat tickets through knowledge base contributions and customer education.
Physical Demands:
• Ability to lift at least 50 lbs. unassisted and up to 150 lbs. assisted.
Work Environment:
• Office setting with occasional exposure to loud noises; hearing protection is recommended where necessary.
group id: 10124333