IT Service Desk Specialist III

LinTech Global, Inc.; Washington (District of Columbia); On-site; USD 85,000 - 110,000; Full time

Job summary

Dexian Government Solutions is seeking an IT Service Desk Specialist III to support the DHA GSP TO7 contract at DFHCC in Washington, D.C. The role involves supervising junior staff, delivering advanced troubleshooting, and handling ServiceNow tickets from initial triage to Tier III escalation.

The position requires 6+ years in IT service desk or desktop support, a related bachelor's degree or equivalent experience, and DoD DCWF Advanced proficiency with IAT III certification.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or an equivalent combination of education and experience.
• Experience supervising and training IT support desk staff.
• Proven ability to resolve 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.
• DCWF proficiency level: Advanced; Cyber Role Designation: 411.

Responsibilities

• 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 root causes of technical issues.
• Collaborate with other technical teams as needed to resolve complex problems.
• Document troubleshooting steps and resolutions in the designated ticketing system (ServiceNow).
• Manage all tickets within the DHA ticketing system, adhering to ATAMMC Service Catalog and performance metrics.
• Handle ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
• Provide on-site and remote assistance to resolve hardware and software issues.
• Support root cause analysis for all critical events.
• Assist users with CAC pin resets and in-processing/out-processing of employees.
• Support the lifecycle of IT assets through the DHA Life-Cycle-Management process.
• Manage and sustain operating systems and provide Active Directory administration.

Skills

Supervising staff

Advanced troubleshooting

Customer service

ServiceNow

Windows OS

Active Directory

CAC authentication

Education

Bachelor's degree in Computer Science or Information Technology or equivalent experience

Tools

ServiceNow

Windows OS

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.

http://Lintechglobal.com/wp-content/uploads/2017/09/poster_screen_reader_optimized.pdf

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