IT Service Desk Specialist III

dexiangovernmentsolutions; Virginia (MN); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Open Paid Time Off

11 Federal Holidays

Company-paid Life/AD&D

Company-paid Disability Insurance

Health Insurance with Company Contrib

401k Plan with Company Match

Employee Recognition Program

Referral Bonus

Job summary

Dexian Government Solutions is recruiting an IT Service Desk Specialist III to support the DHA contract at GSP TO7, DFHCC in Washington, D.C. The role involves supervising junior staff, providing advanced desktop support, and handling ServiceNow tickets with a focus on root-cause analysis and escalation.

The candidate will operate from the Pentagon area location with CAC authentication experience and DoD framework proficiency.

Qualifications

• 6+ years of progressive IT service desk or desktop support experience.
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience supervising and training IT support staff.
• Experience resolving moderate to highly complex hardware, software, and system issues.
• Experience with enterprise IT ticketing systems such as ServiceNow.
• Experience with Windows OS and Active Directory administration.
• Experience supporting CAC-based authentication environments.
• DoD Cyber Workforce Framework: Advanced; Cyber Role 411.

Responsibilities

• Supervise and train junior IT support staff at the designated location.
• Provide customer service responses to staff inquiries (verbal and written).
• Provide technical assistance for hardware, software, and system issues.
• Act as primary contact and escalation point for user-reported problems.
• Use advanced troubleshooting to identify root causes and solutions.
• Collaborate with other technical teams to resolve complex issues.
• Document troubleshooting steps and resolutions in the ticketing system.
• Manage all tickets in ServiceNow, adhere to DHA catalog and metrics.
• Handle ticket lifecycle including triage and escalation to Tier III.
• Provide desk-side and remote support for hardware and software.

Skills

6+ Years Exp

ServiceNow

Windows/AD

CAC Authentication

DCWF Advanced

Education

Bachelor's Degree in CS/IT

Tools

ServiceNow

Windows Active Directory

Job description

Dexian Government Solutions is recruiting for an IT Service Desk Specialist III to support our contract at the Defense Health Agency (DHA) GSP TO7 at DFHCC in Washington, D.C.

Work Location: 5801 Army Pentagon, Corridor 8, Washington, D.C. 2031

Position Overview:

• The IT Service Desk Specialist III independently performs all help desk support tasks, supervises and trains junior Contract IT Support Desk Specialists, and provides advanced troubleshooting support at this specific support location.
• This role utilizes advanced troubleshooting techniques and diagnostic tools to identify root causes and implement effective solutions.
• Contract Support Hours: Monday-Friday, 0700-1500

Job Duties:

• Supervise and train junior Contract IT Support Desk Specialists and independently perform all help desk support tasks for a specific Support Location.
• Provide customer service (verbal and written responses to staff interactions).
• Provide technical assistance and support to end-users for hardware, software, and system issues.
• Act as the primary contact and escalation point for resolving user-reported computer problems, from basic to highly complex.
• Utilize advanced troubleshooting techniques and diagnostic tools to identify the root causes of technical issues.
• Collaborate with other technical teams as needed to resolve complex problems.
• Document all troubleshooting steps and resolutions in the designated ticketing system to contribute to knowledge sharing.
• Manage all tickets within DHA ticketing system (ServiceNow), adhering to ATAMMC Service Catalog and performance metrics.
• Handle 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 lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.
• Manage and sustain operating systems and provide Active Directory (AD) administration.

Required Qualifications:

• 6+ 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 supervising and training IT support desk staff.
• Experience resolving moderate to highly complex hardware, software, and system issues.
• Experience with enterprise IT ticketing systems such as ServiceNow.
• Experience with Windows operating systems and Active Directory administration.
• Experience supporting CAC-based authentication environments.
• DoD Cyber Workforce Framework (DCWF) proficiency level: Advanced. Cyber Role Designation: 411 - Technical Support Specialist - Advanced.

Required to Start:

• Certification Requirements: an IAT III Certification is required to Start.
• Example: CompTIA CASP+, (ISC)² CISSP is required to Start.
• Clearance Requirements: a NACLC 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 Affiative 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.