Senior IT Service Desk Lead (DoD/DHA, CAC)

LinTech Global, Inc.; Washington (District of Columbia); On-site; USD 85,000 - 110,000; Full time

Job summary

Dexian Government Solutions is seeking an IT Service Desk Specialist III to support the DHA GSP TO7 contract at DFHCC in Washington, D.C. The role involves supervising junior staff, delivering advanced troubleshooting, and handling ServiceNow tickets from initial triage to Tier III escalation.

The position requires 6+ years in IT service desk or desktop support, a related bachelor's degree or equivalent experience, and DoD DCWF Advanced proficiency with IAT III certification.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or an equivalent combination of education and experience.
• Experience supervising and training IT support desk staff.
• Proven ability to resolve moderate to highly complex hardware, software, and system issues.
• Experience with enterprise IT ticketing systems such as ServiceNow.
• Experience with Windows operating systems and Active Directory administration.
• Experience supporting CAC-based authentication environments.
• DCWF proficiency level: Advanced; Cyber Role Designation: 411.

Responsibilities

• Supervise and train junior Contract IT Support Desk Specialists and independently perform all help desk support tasks for a specific Support Location.
• Provide customer service (verbal and written responses to staff interactions).
• Provide technical assistance and support to end-users for hardware, software, and system issues.
• Act as the primary contact and escalation point for resolving user-reported computer problems, from basic to highly complex.
• Utilize advanced troubleshooting techniques and diagnostic tools to identify root causes of technical issues.
• Collaborate with other technical teams as needed to resolve complex problems.
• Document troubleshooting steps and resolutions in the designated ticketing system (ServiceNow).
• Manage all tickets within the DHA ticketing system, adhering to ATAMMC Service Catalog and performance metrics.
• Handle ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
• Provide on-site and remote assistance to resolve hardware and software issues.
• Support root cause analysis for all critical events.
• Assist users with CAC pin resets and in-processing/out-processing of employees.
• Support the lifecycle of IT assets through the DHA Life-Cycle-Management process.
• Manage and sustain operating systems and provide Active Directory administration.

Skills

Supervising staff

Advanced troubleshooting

Customer service

ServiceNow

Windows OS

Active Directory

CAC authentication

Education

Bachelor's degree in Computer Science or Information Technology or equivalent experience

Tools

ServiceNow

Windows OS

Active Directory

Job description

Dexian Government Solutions is seeking an IT Service Desk Specialist III to support the DHA GSP TO7 contract at DFHCC in Washington, D.C. The role involves supervising junior staff, delivering advanced troubleshooting, and handling ServiceNow tickets from initial triage to Tier III escalation.

The position requires 6+ years in IT service desk or desktop support, a related bachelor's degree or equivalent experience, and DoD DCWF Advanced proficiency with IAT III certification.