Service Desk Technician

Requisition #: 1382

Job Title: Service Desk Technician

Location: Arlington Va (AFOSR)

Clearance Level: Secret

Required Certification(s): Sec+

SUMMARY

The position is part of an existing team of four persons to perform Service Desk Technician duties. They will provide in depth Tier 1-2 level support for IT related incidents and service requests leveraging proven technical experience, following ITIL methodology, and superior customer service skills to support users in a networked environment with Windows 10/11 clients, mobile devices (iPhones/iPads), printers, scanners, monitors and other peripherals. The position also provides support for VTC (video teleconference) setup with Zoom and Teams

JOB DUTIES AND RESPONSIBILITIES

Provide Service Desk support to for AFOSR office staff with a focus on effectiveness, professionalism, and accountability to our customers. All incidents and service requests will be received as tickets from the USAF approved ServiceNow system. Also provide guidance and support for walk-up requests, directing users to submit tickets in ServiceNow or in some cases, entering the requests for them. Endpoint management and basic user support of mobile devices (iPhones/iPads) Tickets will be managed and resolved to meet contract service level agreements for ticket closure times and customer satisfaction expectations. The new hire must be able to build, deploy, maintain and troubleshoot Windows 10/11

/Office (primary), mobile device units, and other personal computing hardware. He or she will also follow rigorous site processes tied with contract asset management and IT inventory reporting requirements. The standard workday is 7:30 to 4:00 Monday – Friday with occasional surge periods needed to meet emerging work requirements.

QUALIFICATIONS

Required Certifications

Security+

Education, Background, and Years of Experience

A bachelor’s degree in an IT-related discipline is preferred but a high school diploma with strong IT support experience is acceptable for this position. 3 to 5+ years of service desk support experience (Bachelor’s degree may offset 2 years of experience)

ADDITIONAL SKILLS & QUALIFICATIONS

Required Skills

Windows 10/11 Office 365 Incident Management experience Ability to be onsite every business day from 7:30am - 4:00pm

Preferred Skills ServiceNow incident management experience VTC end point setup, configuration and troubleshooting HP Printer networking and support Microsoft OneDrive experience Microsoft SharePoint experience Apple OS & iOS iPhone support experience Experience working in an Air Force (or other DoW) IT support environment strongly preferred

WORKING CONDITIONS

Environmental Conditions

In office, desk,

Strength Demands

No requirement

Physical Requirements

Standing, walking, seeing, hearing