Tier 2 Service Desk Technician

The Opportunity:

Your combination of people skills and technical expertise makes you the team hero, solving one problem after another. What if you could use those skills to improve the technology supporting the DoD? We’re looking for a Tier 2 Service Desk Technician with a solid background in Customer Service and Windows operating systems to work within classified environments, providing in-depth support and leading problem-solving and implementation efforts for specific software and hardware for customers in support of critical missions.

You will work as part of a dynamic team to manage service offerings and ticketing, provide troubleshooting experience, and document best practices. You will assist with software and hardware problems for domain users and assist with maintaining the configuration baseline for workstations. We’re looking for a service-focused team member who thrives on the opportunity to help DoD users solve problems.

You will provide in-depth support and lead problem-solving and implementation efforts for specific technology projects. You'll apply specific functional knowledge and working and general industry knowledge. As a Service Desk Technician on our team, you’ll collaborate and develop innovative solutions to enable secure and reliable operations of enterprise computer systems. You’ll work individually or in a small integrated team. You’ll ensure project completion, and your technical expertise will be vital as you identify problem areas and opportunities for improvement in a critical network.

We focus on growing as a team, so you’ll share your expertise as you help the team work through challenges and develop new methodologies. As a technical leader, you'll help your customers solve their complex problems. Join our team and solve daily challenges as we improve and enhance the cyber maturity profile of DoD systems across the enterprise. Join us.

The world can't wait.

• 5+ years of experience providing support to an IT operations environment, in a team-oriented, collaborative environment
• Experience as a Tier 2 Service Desk Technician or responding to incident tickets
• Experience with workstation hardware and software support, printers, desktop imaging, KVM's, and peripheral devices and accompanying cabling and software
• Experience with Active Directory, virtualization, and basic networking
• Ability to install, configure, troubleshoot, and maintain hardware and software on Windows and Unix operating systems
• Ability to multitask, prioritize, and execute tasks in a high-pressure environment
• Active TS/SCI clearance; willingness to take a polygraph exam
• HS diploma or GED
• DoD 8570 IAT Level II Certification such as Security+ CE Certification

• Experience with Jira and the Atlassian Suite of tools
• Knowledge of call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking, and escalation
• Knowledge of VMware and Hyper V
• Ability to work with Security Technical Implementation Guides and group policies
• Possession of excellent customer service skills
• Possession of excellent time management skills
• Bachelor’s degree

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

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