Service Desk Technician

Job Title

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Responsibilities

• Provide front-line technical support by documenting, tracking, and resolving customer issues, including CAC card registration, command transfers, PIN and password resets, and user account reactivations, following established help desk procedures.
• Revise and write standardized materials such as reports, manuals, briefs, proposals, instruction books, catalogs, and related technical/administrative publications focused on work methods, procedures, and system usage.
• Use available technical resources (manuals, catalogs, operating procedures, diagrams, and knowledge base articles) to troubleshoot issues, explain solutions, and guide users through account, access, and system processes.
• Maintain accurate records of tickets, service requests, resolutions, documentation updates, and revisions; prepare and submit a comprehensive monthly report summarizing help desk activities and trends.
• Collaborate with supervisors and senior staff to clarify technical information, refine procedures, and improve user-facing documentation and support materials (FAQs, how-to guides, internal process documents).
• Answering Help Desk calls, assist customers in troubleshooting issues in software applications, document support requests in automated tracking systems and defect tracking systems
• Communicate and meet with government personnel

Qualifications

• High School diploma
• Active Secret Clearance
• U.S. Citizenship Required for the purposes of obtaining/holding a U.S. security clearance
• Proficient in MS Teams
• Familiarity with Jira
• Familiarity with Citrix/Remote Desktop protocol applications
• Familiarity with SQL Server Management Studio (SSMS)
• Familiarity with Relational Database management systems (RDBMS) and basic SQL queries

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $0.00/Yr. - USD $999,999.99/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status