Senior IT Service Desk Lead for DoD & ServiceNow

dexiangovernmentsolutions; Virginia (MN); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Open Paid Time Off

11 Federal Holidays

Company-paid Life/AD&D

Company-paid Disability Insurance

Health Insurance with Company Contrib

401k Plan with Company Match

Employee Recognition Program

Referral Bonus

Job summary

Dexian Government Solutions is recruiting an IT Service Desk Specialist III to support the DHA contract at GSP TO7, DFHCC in Washington, D.C. The role involves supervising junior staff, providing advanced desktop support, and handling ServiceNow tickets with a focus on root-cause analysis and escalation.

The candidate will operate from the Pentagon area location with CAC authentication experience and DoD framework proficiency.

Qualifications

• 6+ years of progressive IT service desk or desktop support experience.
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience supervising and training IT support staff.
• Experience resolving moderate to highly complex hardware, software, and system issues.
• Experience with enterprise IT ticketing systems such as ServiceNow.
• Experience with Windows OS and Active Directory administration.
• Experience supporting CAC-based authentication environments.
• DoD Cyber Workforce Framework: Advanced; Cyber Role 411.

Responsibilities

• Supervise and train junior IT support staff at the designated location.
• Provide customer service responses to staff inquiries (verbal and written).
• Provide technical assistance for hardware, software, and system issues.
• Act as primary contact and escalation point for user-reported problems.
• Use advanced troubleshooting to identify root causes and solutions.
• Collaborate with other technical teams to resolve complex issues.
• Document troubleshooting steps and resolutions in the ticketing system.
• Manage all tickets in ServiceNow, adhere to DHA catalog and metrics.
• Handle ticket lifecycle including triage and escalation to Tier III.
• Provide desk-side and remote support for hardware and software.

Skills

6+ Years Exp

ServiceNow

Windows/AD

CAC Authentication

DCWF Advanced

Education

Bachelor's Degree in CS/IT

Tools

ServiceNow

Windows Active Directory

Job description

Dexian Government Solutions is recruiting an IT Service Desk Specialist III to support the DHA contract at GSP TO7, DFHCC in Washington, D.C. The role involves supervising junior staff, providing advanced desktop support, and handling ServiceNow tickets with a focus on root-cause analysis and escalation.

The candidate will operate from the Pentagon area location with CAC authentication experience and DoD framework proficiency.