IT Service Desk Specialist - Remote Access & Support

AVIT Systems Inc.; Manassas (VA); On-site; USD 60,000 - 75,000; Full time

Job summary

AVIT Systems Inc. seeks a Helpdesk Specialist to support DTRA users with IT services, ticketing, and after-hours assistance. Responsibilities include remote access setup, asset tracking, and software support for end users, while coordinating security concerns with the NOSC.

The role requires hands-on troubleshooting, familiarity with Remedy, and the ability to lift up to 50 lbs. It emphasizes customer satisfaction and reliable after-hours coverage when arranged.

Qualifications

• Experience in IT helpdesk support for government or defense contractors.
• Ability to perform after-hours support with advance notice.
• Able to lift 50 lbs.

Responsibilities

• Capture and reporting of IT Service Desk support metrics.
• Installation, configuration, maintenance and troubleshooting for all users of the DTRA systems.
• Maintain a web-based capability for DTRA users to enter, track and elevate Service Desk tickets, as well as self-service actions (currently using Remedy).
• Remote access configuration and support for DTRA users and external customers as required (supporting telework, off-site travel, and mission or contingency operations).
• Install, configure, maintain, and troubleshoot computer peripherals.
• Provide tracking for all deployed IT assets from procurement to disposal to allow real-time accounting of IT assets to both government and contractor personnel.
• Provide end-user software and application support.
• Coordinate security and situational awareness concerns with DTRA NOSC.
• Provide technical assistance and customer support in the operations and maintenance of wireless voice and data services.
• Service Desk call answering after normal business hours (0600 – 1800) are currently covered by the NOSC.
• Performance measures for this position focus on effectiveness, responsiveness, and overall customer satisfaction.

Skills

Customer service

Technical troubleshooting

Communication

Remote work support

Tools

Remedy

Remote access tools

Job description

AVIT Systems Inc. seeks a Helpdesk Specialist to support DTRA users with IT services, ticketing, and after-hours assistance. Responsibilities include remote access setup, asset tracking, and software support for end users, while coordinating security concerns with the NOSC.

The role requires hands-on troubleshooting, familiarity with Remedy, and the ability to lift up to 50 lbs. It emphasizes customer satisfaction and reliable after-hours coverage when arranged.