Service Desk Technician

Job Description

Job Description

Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

Employee Benefit Offerings

Comprehensive Medical, Dental, Vision plans, FSA, HSA, 401(k) with company match, Short-Term and Long-Term Disability, Life and Accidental Death and Dismemberment Insurance, Paid Time Off, 11 Paid Holidays, Employee Assistance Program (EAP), Professional Development Program, Military Leave Support, Referral bonuses and more!

Clearance: Final Secret DOD Clearance

Location: Joint Base Andrews, MD - 100% on site

Essential Job Functions

• Provide phone, email, and web support to users.
• The process will include greeting customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
• Troubleshoot the problem being reported to determine the general issue, e.g., hardware, software, applications, telecommunications, desktops, mobile devices, and printers, and provide detailed analysis of the problem.
• Assist with determining if equipment replacement is warranted and arrange appropriate resolution under warranty.
• You will update assigned tickets and continuously coordinate necessary work.
• Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket.
• You will be expected to escalate the problem to next level support if the issue cannot be resolved at Level 1.
• Provide excellent phone support and oral and written communication skills.

Basic Qualifications

• Minimum/General Experience: This position is entry level and does not require experience.
• Functional Responsibilities: Responds to user requests for assistance by phone and in person. Installs and modifies computer hardware and software.
• Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. May load and configure software such as operating systems and environments and application. Provides technical assistance and training to system users.Minimum Education: An associate degree in computer science/systems, information systems/technology, engineering/engineering technology, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance or an applicable training certificate from an accredited training institution.Education and experience requirements may be substituted with:1.Two years applicable experience may be substituted for a degree.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

MUST BE A US CITIZEN

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

COMMITMENT TO DIVERSITY

KaylaTek is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

E-VERIFY AND BACKGROUND CHECKS

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. KaylaTek participates in the DHS e-Verify program. KaylaTek also conducts a background check on all candidates post offer though PROScreening LLC.