Help Desk Specialist - JBA

KaylaTek®; Westphalia (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

A growing team at KaylaTek is seeking a Service Desk Technician to support the Air Force National Capital Region IT Services at Joint Base Andrews. This role requires strong communication and problem-solving skills, a focus on customer service, and the ability to manage support tickets efficiently. Ideal candidates will have relevant certifications and experience in a customer service environment, thriving in a team setting.

Benefits

Competitive compensation and benefits packages

Dedication to ongoing professional development

Qualifications

• 2+ years of relevant experience in IT.
• Currently hold a DoD Secret security clearance.
• Familiarity with ITIL V4, CompTIA Sec+, or AWS Cloud Practitioner is beneficial.

Responsibilities

• Provide phone, email, and web support to users.
• Troubleshoot issues related to hardware, software, and applications.
• Coordinate ticket resolution and escalate when necessary.

Skills

Communication

Problem Solving

Customer Service

Education

Associate degree or equivalent

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.

We are seeking a Service Desk Technician to work in support of the Air Force National Capital Region IT Services (AFNCR ITS) program. AFNCR is looking for a highly motivated information technology technician responsible for being the first contact for each of our customer calls. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary. Candidates must be willing to work in-person at the following location in MD: Joint Base Andrews (JBA) - MD

Required Certifications

• DOD 8570 IAT-II certification (SECURITY+ CE or equivalent)
  
  

DAY SHIFT: 100% Full time onsite at Joint Base Andrews, JBA (MD)

Primary Responsibilities

• After an initial acclimation period, you will be responsible for providing phone, email, and web support to users.
• The process will include greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, an escalating to the appropriate work groups, when necessary.
• Trouble shoot the problem being reported to determine the general issue, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, 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.
• Be expected to work to incident response and resolution targets in an Information Technology Service Management ((ITSM) environment with Service Level Agreement (SLAs).
• Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades.
  

Minimum Qualifications

• Requires an associate degree or equivalent and 2+ years of prior relevant experience. 2 additional years applicable experience may be substituted for a degree.
• Currently hold a DoD Secret security clearance.
• US citizenship required.
• Experienced working in a customer service or call center environment.
• Someone who thrives in a team atmosphere and can keep their cool when the phone call volume surges.
• Someone with a high-energy work ethic and available to work non-standard hours during peak times.
• If you do not possess them already, work to gain industry certifications such as ITIL V4, CompTIA Sec+, or AWS Cloud Practitioner.
  
  

Preferred Qualifications

• Experience working in a lab or professional environment.
  
  

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.

EQUAL OPPORTUNITY EMPLOYER

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.

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 (I-9) upon hire. KaylaTek participates in the DHS e-Verify program. KaylaTek also conducts background checks (criminal, education, prior employment and professional certifications/licensing) on all candidates post offer though PROScreening LLC.

The Air Force National Capital Regional (AFNCR) IT Services Contract also requires pre-employment drug testing and annual drug testing for all hires to work on contract with the Air Force. This is at no cost the candidate/employee