IT Service Desk II - Secret-Cleared Tech Support

Lawelawe Defense Inc; Quantico Base (VA); Presencial; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Health insurance

Retirement matching

Career growth

Employee discounts

Descripción de la vacante

Lawelawe Defense Inc is seeking an IT Service Desk Specialist Level II to provide frontline technical support to end users at the Quantico base. You will resolve hardware, software, and system issues via phone, email, or chat, triage tickets, and escalate where needed.

The role requires an active Secret clearance and US citizenship. You will work within the service desk, maintain asset inventories, and adhere to SLAs while leveraging ServiceNow for ticket management.

Formación

• Bachelor’s degree required.
• Minimum of four (4) years’ IT Service Desk experience.
• Active Secret clearance required.
• U.S. Citizen required.
• IAT Level II certification required.
• CompTIA Security+ certification required.

Responsabilidades

• Provide technical assistance for hardware, software, and systems via phone, email, or chat.
• Resolve moderate to complex technical issues as frontline technician.
• Triages tickets to appropriate tier levels within the service desk.
• Maintain accurate government asset inventory and SOPs.
• Support on-site at the Quantico facility as needed.
• Escalate unresolved issues to Tier III or GSC as required.
• Utilize ServiceNow to track tickets and responses.
• Ensure adherence to established SLAs and CSAT targets.

Conocimientos

Customer service

Problem solving

Technical support

Communication

Educación

Bachelor’s degree

Herramientas

ServiceNow

Active Directory

Descripción del empleo

Lawelawe Defense Inc is seeking an IT Service Desk Specialist Level II to provide frontline technical support to end users at the Quantico base. You will resolve hardware, software, and system issues via phone, email, or chat, triage tickets, and escalate where needed.

The role requires an active Secret clearance and US citizenship. You will work within the service desk, maintain asset inventories, and adhere to SLAs while leveraging ServiceNow for ticket management.