Remote Service Desk Technician — DoD IT Support

Bridge Defense; United States; Remote; USD 28,000 - 33,000; Full time

Job summary

Bridge Defense seeks highly qualified Service Desk Technicians to support the Army Enterprise Service Desk under an existing contract. This position serves as the initial point of contact for customers requiring technical support for hardware, software, systems, and applications in a fast-paced enterprise environment.

Candidates must reside near Augusta, Georgia as this is a Service Contract Act opportunity. This is a remote position.

Qualifications

• Must be a U.S. Citizen.
• Ability to obtain a U.S. Government Secret security clearance prior to hire.
• Must possess a current Level I AIT certification.
• Strong knowledge of network troubleshooting, including VPN, TCP/IP, and remote support.
• Proficient in Active Directory administration, including password resets.
• Strong troubleshooting across Windows operating systems and Microsoft Outlook.
• Excellent written and verbal communication skills.
• Prior technical support or help desk experience preferred.

Responsibilities

• Serve as the initial point of contact for customers via telephone, email, or live chat to provide technical support for hardware, systems, subsystems, and applications.
• Assist customers with navigating application menus and remotely access customer systems when necessary.
• Troubleshoot network connectivity issues, including VPN access and remote user support.
• Support users with Active Directory account unlocks and password resets.
• Troubleshoot and resolve issues related to Windows operating systems and Microsoft Outlook.
• Develop and maintain productive customer relationships while delivering excellent customer service.
• Provide alternative solutions where appropriate to support customer satisfaction and mission continuity.
• Escalate complex technical issues to Remote Support Engineering staff or Field Engineering teams when required.
• Document incidents, resolutions, and troubleshooting efforts in accordance with customer and contract requirements.
• Successfully meet customer-driven performance metrics and service level expectations.

Skills

Network troubleshooting

Active Directory

Windows OS

Microsoft Outlook

Customer service

Written and verbal communication

Remote user support

Education

High School Diploma or equivalent

Level I AIT certification

Tools

VPN software

Remote access tooling

Job description

Bridge Defense seeks highly qualified Service Desk Technicians to support the Army Enterprise Service Desk under an existing contract. This position serves as the initial point of contact for customers requiring technical support for hardware, software, systems, and applications in a fast-paced enterprise environment.

Candidates must reside near Augusta, Georgia as this is a Service Contract Act opportunity. This is a remote position.