Senior Enterprise Service Desk Lead

Stratascorp LLC; Washington (District of Columbia); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

FSA/HSA

Disability insurance

Paid time off

Paid holidays

401K with match

Job summary

StratasCorp is seeking an Enterprise Service Desk Senior to provide advanced customer support and technical assistance for enterprise IT services within the MCEN environment at the Pentagon. You will respond to inquiries, troubleshoot issues, manage tickets, and ensure timely resolution in line with SLAs.

The role requires a High School Diploma or equivalent, 3+ years in IT customer service, and certifications such as CompTIA Security+ and MTA for Windows.

Qualifications

• High School Diploma or equivalent required.
• Minimum of three (3) years of IT customer service or technical support experience.
• Minimum of two (2) years using IT ticketing systems.
• Minimum of one (1) year using remote desktop support tools.
• Demonstrated experience meeting service level goals and performance targets.

Responsibilities

• Support daily operations of the Enterprise Service Desk.
• Respond to customer inquiries via phone, email, and other approved communication channels.
• Execute established support procedures, scripts, and troubleshooting processes.
• Accurately document customer issues and service requests.

Skills

Customer service

Troubleshooting

Incident management

Communication

Documentation

Remote support

Multi-tasking

Education

High School Diploma

Tools

IT ticketing systems

Remote desktop tools

Job description

StratasCorp is seeking an Enterprise Service Desk Senior to provide advanced customer support and technical assistance for enterprise IT services within the MCEN environment at the Pentagon. You will respond to inquiries, troubleshoot issues, manage tickets, and ensure timely resolution in line with SLAs.

The role requires a High School Diploma or equivalent, 3+ years in IT customer service, and certifications such as CompTIA Security+ and MTA for Windows.