IT Service Desk Technician

IT Service Desk Technician

Location:

On-Site, Arlington, VA

Clearance Level: Secret (Must Have Clearance to Start)

Required Certification(s):
Security+

Salary: $68,000 - $75,000 a year

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 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.

• Provide Service Desk support to 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 Service Now system.
• Guide and support walk-up requests, directing users to submit tickets in Service Now or, in some cases, entering the requests for them.
• Provide endpoint management and basic user support of mobile devices (iPhones/iPads).
• Manage and resolve support tickets to meet contract service level agreements for ticket closure times and customer satisfaction expectations.
• Build, deploy, maintain, and troubleshoot Windows 11-based computers, mobile device units, and other personal computing hardware.
• Follow rigorous site processes tied with contract asset management and IT inventory reporting requirements.
• Standard work day is 7:30 to 4:00 Monday – Friday with occasional surge periods as needed.

• A bachelor's degree in an IT-related discipline is preferred but a high school diploma with strong IT support experience is acceptable.
• DoW experience in IT support (Air Force preferred).

3 to 5+ years of service desk support experience (Bachelor's degree may offset 2 years of experience).

• Windows 11
• Office 365
• Incident Management experience
• Ability to be onsite every business day from 7:30am – 4:00pm
• Strong communication and people skills

• ITIL knowledge
• Service Now use in managing support tickets
• MAC OS experience
• Mobile Device (iPhone/iPad) management and troubleshooting skills

• Environmental Conditions:
  
  In office
• Strength Demands:
  Frequently moves IT related equipment weighing up to 10 pounds across the office spanning 2 floors by stairs or elevator to support equipment exchanges for users.
• Physical Requirements:
  • Ability to remain stationary for approximately 50% of the time to perform desk-based tasks.
  • Ability to move throughout the office to interact with customers in offices and conference rooms.
  • Ability to operate a computer and office productivity equipment (such as mobile devices, printers, and copiers) to complete essential job functions.
  • Ability to communicate and exchange information with clients regarding IT support needs, using appropriate communication methods.
  • Ability to assess, compare, and inspect IT equipment as required for inventory and support tasks.

We are an equal opportunity employer.