Senior Enterprise Service Desk Lead (DoD IT)

Stratas Corporation, Inc.

Washington (District of Columbia)

On-site

USD 50,000 - 65,000

Full time

33 hours ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

FSA/HSA

Disability protection

Life insurance

Paid time off

401K with company match

Job summary

StratasCorp in Washington, DC is seeking an Enterprise Service Desk Senior to provide advanced IT support for the Marine Corps Enterprise Network environment. You will respond to inquiries, troubleshoot issues, manage tickets, and ensure timely resolution in line with SLAs.

Ideal candidates have three years of IT customer service, two years of ticketing experience, one year of remote desktop tools, certifications such as CompTIA Security+ and MTA, and an active Secret clearance; DoD or military

Qualifications

Minimum of three (3) years of IT customer service or technical support experience.
Minimum of two (2) years of experience utilizing IT ticketing systems.
Minimum of one (1) year of experience using remote desktop support/takeover tools.
Demonstrated experience meeting service level goals and performance targets.

Responsibilities

Respond to inquiries via phone, email, and other approved channels.
Open, update, track, and close service tickets following procedures.
Troubleshoot hardware, software, network, and user account issues.
Provide professional and responsive technical support to end users.
Use remote tools to diagnose and resolve problems while maintaining high customer satisfaction.