IT Service Desk Specialist III

Dexian Government Solutions is recruiting for an IT Service Desk Specialist III to support our contract at the Defense Health Agency (DHA) GSP TO7 at DFHCC in Dumfries, VA.

Location: 3700 Fettler Park Drive, Dumfries, VA 22025

• The IT Service Desk Specialist III independently performs all help desk support tasks, supervises and trains junior Contract IT Support Desk Specialists, and provides advanced troubleshooting support at this specific support location.
• This role utilizes advanced troubleshooting techniques and diagnostic tools to identify root causes and implement effective solutions.
• Contract Support
  
  Hours:
  
  Monday-Friday,

• Supervise and train junior Contract IT Support Desk Specialists and independently perform all help desk support tasks for a specific Support Location.
• Provide customer service (verbal and written responses to staff interactions).
• Provide technical assistance and support to end-users for hardware, software, and system issues.
• Act as the primary contact and escalation point for resolving user‑reported computer problems, from basic to highly complex.
• Utilize advanced troubleshooting techniques and diagnostic tools to identify the root causes of technical issues.
• Collaborate with other technical teams as needed to resolve complex problems.
• Document all troubleshooting steps and resolutions in the designated ticketing system to contribute to knowledge sharing.
• Manage all tickets within DHA ticketing system (Service Now), adhering to ATAMMC Service Catalog and performance metrics.
• Handle ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
• Provide comprehensive desk‑side and remote assistance to resolve hardware and software issues.
• Support root cause analysis for all critical events.
• Provide on‑site support for troubleshooting, configuration, patching, and installation of authorized hardware and software.
• Assist users with CAC pin resets and support in‑processing and out‑processing of employees.
• Support the lifecycle of IT assets through the DHA Life‑Cycle‑Management (LCM) process.
• Manage and sustain operating systems and provide Active Directory (AD) administration.

• 6+ Years of progressive experience in IT service desk or desktop support.
• Bachelor's degree in Computer Science, Information Technology, or a related field and/or equivalent years of experience.
• Experience supervising and training IT support desk staff.
• Experience resolving moderate to highly complex hardware, software, and system issues.
• Experience with enterprise IT ticketing systems such as Service Now.
• Experience with Windows operating systems and Active Directory administration.
• Experience supporting CAC‑based authentication environments.
• DoD Cyber Workforce Framework (DCWF) proficiency level:
  Advanced. Cyber Role Designation: 411 - Technical Support Specialist - Advanced.

• Certification Requirements: an IAT III Certification is required to Start.
• Example:
  CompTIA CASP+, (ISC)² CISSP is required to Start.
• Clearance Requirements: a NACLC is required to Start

Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company‑paid Life/AD&D, Company‑paid Short Term and Long‑Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affi… plan is available for inspection upon request.

This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.