Service Desk Technician

Sawdey Solution Services; United States Virgin Islands; Remote; USD 50,000 - 80,000; Full time

Job summary

Join an innovative company as a Service Desk Technician, where you'll provide essential IT support in a remote work environment. This role emphasizes customer service and teamwork, allowing you to troubleshoot and resolve technical issues for diverse clients. You'll be part of a dynamic Managed Services Division, contributing to cybersecurity and IT solutions that protect vital infrastructure. Embrace the opportunity to grow professionally while enjoying a vibrant company culture that prioritizes work-life balance and employee well-being. Your expertise will help shape the future of IT services in a collaborative and supportive setting.

Benefits

Health, Dental, and Vision Insurance

401(k) with Employer Matching

Paid Training and Tuition Reimbursement

Employee Assistance Program

Flexible Spending Accounts

Competitive PTO Package

Employee Referral Program

Wellness Challenges

Virtual Team Building Activities

Lunch and Learns

Qualifications

• 2-4 years of IT-related experience required.
• Proficient in desktop support and services.
• Experience with ServiceNow and networking tools.

Responsibilities

• Troubleshoot end-user issues and provide support.
• Work on client support tickets and technical tasks.
• Participate in an on-call rotation as needed.

Skills

Desktop Support

Customer Service

Active Directory

Networking Principles

ServiceNow

Education

Associate or Bachelor’s Degree in IT

Tools

ServiceNow

Microsoft Office Suite

PING

NSLOOKUP

NETSTAT

Job description

Pay Rate:
The annual base salary range for this position TBD. Please note that the salary information is a general guideline only. At Sawdey Solution Services, we recognize that attracting the best talent is key to our strategy and success as a company. We will consider several factors when extending an offer to an applicant. These factors include (but are not limited to) the position, associated responsibilities, work experience, education, related training, and related skills.

Position Location: Remote, USA

Position Location Specifics: N/A

Work Environment: Remote/Telework/Work From Home

Who You’ll Report To: This position will report directly to the contract’s IT Service Manager.

About the Role:
This position falls under the umbrella of Sawdey’s Managed Services Division (MSD). Sawdey MSD is a full-service Managed Service Provider (MSP)/Managed Security Service Provider (MSSP) providing IT and/or cybersecurity services to a variety of different clients (defense/government contractors, municipalities, non-profits, commercial organizations, etc.).

The Service Desk Technician will handle incoming calls, client support tickets, and technical project tasks. The technician will use creativity and innovation to resolve incidents. The selected individual must like to work with people, be a team player, and provide excellent customer service to end-users.

Additional Responsibilities Include, but are not Limited To:
• Troubleshoot end-user issues in a high-level and systematic way.
• Identify symptoms and research causes.
• Provide desktop and laptop support to end-users.
• Work end-user support requests (i.e., password resets, application issues, hardware issues, etc.)
• Perform basic networking setup and diagnostics.
• Provide excellent customer support, ensuring that the customer is satisfied.
• Use basic networking principles to troubleshoot connectivity issues, including DHCP and DNS.
• Use Beyond Trust to remotely support end-users.
• Use ServiceNow for ticketing and documenting all aspects of each support case.
• Participate in an on-call rotation.
• Perform other duties, as assigned.

Experience Requirements:
• Two (2) to four (4) years’ IT-related experience desired.
• Must understand desktop support and services.
• Must understand Active Directory, user authentication and authorization, and identify and access management.
• Must have experience and be able to use tools like PING, NSLOOKUP, and NETSTAT.
• Experience working with the ServiceNow highly desired.

Experience with some of the following is desired:
• Windows Server 2016-2022 and Active Directory
• Windows 10
• Mac OSX
• Office 365 and Azure Active Directory
• CrowdStrike or other Endpoint Detection & Response (EDR) platform
• Firewalls/Routers
• Wireless
• Printers
• Configuration Management and Maintenance
• IT Documentation
• Helpdesk and Client Management
• Project and Ticket Management
• Managed Services background preferred

Education Requirements:
• Associate or bachelor’s degree in IT, Cybersecurity, or a related field desired.

Other Required Skills & Abilities:
• Must be able to effectively communicate with customer and fulfill all duties and responsibilities as listed in the contract.
• Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, and Outlook.
• Must be able to communicate and collaborate with employees, clients, and colleagues in a professional, respectful, and timely manner.
• Must be able to articulate technical information to non-technical people.
• Must be self-motivated and self-directed with the ability to work with minimal direction and oversite.
• Must be able to pay very close attention to detail.
• Must be able to participate in an on-call rotation.
• Must be able to use personal smartphone device on an as-needed basis to perform job-related tasks such as supporting an on-call rotation, accessing Microsoft Teams and Outlook, and enabling/signing into multi-factor authentication (MFA) applications.
o Please Note: Incoming and Outgoing calls are made via an assigned extension in Microsoft Teams desktop. There is no requirement to use a personal smartphone device to support phone calls.

Background Check Requirements:
• Must be able to pass a favorable Background Check.

US Citizenship Requirements: To comply with CMMC requirements, as well as U.S. Government contracts, U.S. citizenship is required.

Benefits at Sawdey MSD:
At Sawdey MSD, we offer an extensive benefits package. Our employee-focused benefits for full-time employees include:

• Vibrant Company Culture: Become an integral part of our positive, encouraging, and uplifting team culture; we are all on this mission together!
• Healthy Work-Life Balance: We place a strong emphasis on work-life balance; we don’t just ‘talk the talk’ in terms of work-life balance, we ‘walk the walk’! We not only support, but highly encourage, prioritizing your health and well-being.
• Competitive Compensation Package: Competitive rates with comprehensive medical, dental, and vision benefits for you, your spouse, and your dependents.
o Health Saving Account (HSA) with employer contributions.
o Dependent-care Flexible Spending Account (FSA).
o Parking and Transit Flexible Spending Account (FSA).
o Excellent PTO package (based on status).
o Immediately vested 401 (k) with employer matching.
o Employee Assistance Program (EAP).
o Employee Referral program with compensated referrals!
o Additional benefits offered!
• Extra Compensation Opportunities:
o Additional compensation for on-call duty weeks, including a premium for weeks that include a Federal holiday.
• Grow With Us: We offer a paid Training and Tuition reimbursement program to help you advance and excel in your career. We also offer an employee mentorship program and prioritize internal promotions and success.

Sawdey MSD firmly believes in our employees and advocates an environment to promote from within, which serves to boost morale while keeping high performers engaged and challenged. We also place the utmost importance on team building and collaboration in a remote environment. To promote these beliefs, you will also find additional benefits and programs that will enrich your career here at Sawdey MSD:

• Lunch and learns.
• Employee mentorship program.
• Focus on internal career advancement and growth.
• Virtual team building activities.
• Wellness challenges.

About the Organization Sawdey Solution Services, an ISO 9001 certified and CMMI-SVC v2 Level 3 appraised corporation, has built a nationwide and global footprint as a leading government contracting organization. Specializing in cybersecurity, systems engineering, and operational support, Sawdey invites you to be a part of a team that's at the forefront of securing our nation. Operating successfully since 2001, we are a Woman Owned/Service-Disabled Veteran Owned Business. We provide our clients with premier professional services and technology solutions in an employee-centric environment. We are extremely proud of the culture we have created.






Why Choose Us?

• Mission-Critical Work: We play a vital role in ensuring the security of our nation's digital infrastructure.




• Professional Growth: Embrace the opportunity to take on diverse and dynamic roles that challenge and inspire you.




• Collaborative Culture: You are joining a unified team where your unique contributions are valued and celebrated.

Who We're Looking For:

• Hardworking Individuals: If you're someone who takes initiative, loves a challenge, and is committed to excellence, you'll feel right at home here.




• Talented Professionals: Whether you're an expert in your field or a rising star, we recognize your potential and support your effort toward success.




• Diverse Perspectives: Our strength lies in our diversity. We believe that a diverse team fosters creativity, innovation, and achievement.

EOE Statement We are a Disabled-Veterans-41 CFR 60 1.4, Equal Opportunity Employer. Devoted to creating a diverse and friendly workplace, we do not discriminate against any employee or applicant because of race, age, sex, color, physical or mental disability, religion, sexual orientation, gender identity, marital status, national origin, or veteran status. Our goals and beliefs are that diverse backgrounds and experiences empower and enable us to offer our customers an unmatched level of service. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply!

This position is currently accepting applications.

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