Senior System Admin

Sr. Service Desk Support Technician

Location: Alexandria, VA Duration: Full time Clearance Required: Secret

Certification Required: Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

As a Sr. Service Desk Support Technician, you will provide Tier 2 support for escalated hardware, network and/or software issues by end-users for DODEA. You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner.

Highlights of Responsibilities:

• Answering helpdesk calls, and responding to service now tickets
• Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
• Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
• Documents incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
• Provides advanced customer service and support.
• Communicates with high profile customers in a professional and courteous manner.
• Performs installs, upgrades, and configures customer-specific hardware and software.
• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
• Provides remote and on-site troubleshooting for hardware and software support.
• Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
• Upgrades software components as required.
• Provides customers with network technical support.
• Instructs customers and support staff in use of equipment and software.
• Possesses the ability to complete multiple simultaneous projects in a timely manner.

Requirements:

• Clearance (required at performance start date): active Secret security clearance
• High School degree
• 5+ years IT experience
• Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

Preferred Education and Experience:

• ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to service desk support
• Experience supporting PC hardware and software systems
• Prior work experience in a fast-paced DoD environment