IT Help Desk Technician

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

About the Organization Founded in 2013, SDA Solutions LLC (SDA) is a minority and service‑disabled Veteran‑owned small business based in Northern Virginia. We offer specialized IT Operations, Systems and Security Engineering, Cyber Security, and Test and Evaluation solutions tailored to our clients' needs. We deliver top‑tier employee experiences and high‑quality solutions at the best value, setting the highest standards for customer satisfaction, technical excellence, and employee engagement.

SDA aims to exceed expectations by employing skilled professionals who are dedicated to understanding and advancing our clients' missions through innovative, cutting‑edge solutions.

Category:
Information Technology

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 6,500 users worldwide.

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 application 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.
• Follows up with end users to provide status updates as per service level agreements (SLAs).
• Supports Tier II and Tier III engineering analysis initiatives when applicable.

Quantico, VA

Secret Required

• A Bachelor's Degree in a technical or business‑related field.
• One year of experience can be substituted for a bachelor's degree.

• Security+ CE
• Microsoft OS Certification

• Under general supervision, monitors and responds to hardware and software problems.
• Two or more years of 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 OS required.
• Analytical and 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.
• Two or more years of experience in Microsoft Windows administration and/or desktop administration.
• Ensures a positive customer experience when dealing with all levels of users.

• Certification in relevant IT products/technologies (e.g. CompTIA A+, Network+, Server+, Security+ CE, and/or Microsoft IT Professional certifications such as MD-100).
• Experience using ITSM ticketing tools such as BMC Remedy or similar systems.
• Experience managing users and mailboxes in Exchange and Office 365.
• Basic knowledge of Active Directory, Group Policies, and user/group management.
• Basic knowledge of Power Shell and the command prompt.
• Customer service experience.

Full‑time, including on‑call and after‑hours duties, with some opportunity for remote work.

No remote work available.

This position is currently accepting applications.