Remote Service Desk Technician - Secret Clearance

Federated IT; Luray (VA); On-site; USD 23,000 - 32,000; Full time

Job summary

Bridge Defense seeks highly qualified Service Desk Technicians to support the Army Enterprise Service Desk under an existing contract. This role serves as the first point of contact for customers needing technical support for hardware, software, systems, and applications in a high-volume enterprise environment. Candidates must reside near Luray, Virginia as this is a Service Contract Act opportunity.

This is a remote position. The role requires U.S.

Qualifications

• Must be a U.S. Citizen.
• Must possess or have the ability to obtain a U.S. Government Secret security clearance prior to hire. Sponsorship may be available for qualified candidates.
• Must possess a current Level I AIT certification.
• Strong knowledge of network troubleshooting, including connectivity issues, TCP/IP, VPN software, and remote user support.
• Understanding of Active Directory administration, including password resets and account unlocks.

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

Strong troubleshooting

Customer service

Communication

Teamwork

Education

High School Diploma or equivalent

Tools

Active Directory

Windows OS

Microsoft Outlook

VPN software

Job description

Bridge Defense seeks highly qualified Service Desk Technicians to support the Army Enterprise Service Desk under an existing contract. This role serves as the first point of contact for customers needing technical support for hardware, software, systems, and applications in a high-volume enterprise environment. Candidates must reside near Luray, Virginia as this is a Service Contract Act opportunity.

This is a remote position. The role requires U.S.