IT Service Desk Specialist II

Job Description

Job Description

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

Location: 9300 DeWitt Loop, Fort Belvoir, VA 22060

Position Overview:

• The IT Service Desk Specialist II provides intermediate help desk support, acts as the primary escalation point for user-reported problems, provides stagger/flex coverage, and participates in the On-Call/Call-Back rotation for Customer Support Services.
• Contract Support Hours: Monday-Friday, 0600-1800

Job Duties:

• Provide technical assistance and support to end-users for hardware, software, and system issues via phone, email, or MS Teams.
• Act as the primary contact and escalation point for resolving user-reported computer problems, from basic to highly complex.
• Provide stagger/flex support during peak times or periods of reduced staffing.
• Manage all tickets within the DHA ticketing system (ServiceNow), adhering to the ATAMMC Service Catalog and performance metrics.
• Handle the 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 complete lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.
• Manage and sustain operating systems and provide Active Directory (AD) administration.
• Maintain workstation and laptop security baselines.
• Maintain and update the Service Desk Issuance SOP.
• Create and manage articles in the ATAMMC Knowledge Base.
• Participate in On-Call/Call-Back rotation for Customer Support Services.

Required Qualifications:

• 4+ 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 resolving hardware, software, and operating system issues for end users.
• Experience with enterprise IT ticketing systems such as ServiceNow.
• Experience with Windows operating systems, Active Directory administration, and desktop support.
• Experience supporting CAC-based authentication environments.

Required to Start:

• Certification Requirements: a Current IAT II Certification, such as a CompTIA Security+, is required to Start.
• Clearance Requirements: a NACLC Public Trust is required to start.

Company Description

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

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!

EEO Statement

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 Affirmative Action Plan. This plan is available for inspection upon request.

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