Service Desk Technician

Tyto Athene, LLC; Washington (District of Columbia); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Technician to join their IT support team. This role involves providing essential helpdesk support to military personnel at the Pentagon, ensuring seamless operations of business applications. You will be the first point of contact for users, addressing a variety of technical issues, from hardware malfunctions to software inquiries. The ideal candidate will possess strong communication skills and a problem-solving mindset, with the ability to manage IT assets effectively. If you have a passion for technology and supporting users, this opportunity is perfect for you.

Qualifications

• 1-2 years of helpdesk or support center experience required.
• Security+ Certification desired, with a timeframe of 6 months to obtain.

Responsibilities

• Provide helpdesk support for the Army at the Pentagon.
• Diagnose and resolve hardware and software problems.
• Log all requests into the Army Enterprise Service Management Platform.

Skills

Communication Skills

Problem-Solving

Customer Service

Education

Associate degree in Computer Science or IT

Trade school certification

Tools

ServiceNow - ITSM

Microsoft Office

Job description

Tyto Athene is searching for a Service Desk Technician to support the leadership of the IT Support Supervisor. The candidate will be responsible for providing helpdesk support to the Army at the Pentagon.

The candidate will provide end user support services for VIPs and staff to ensure secure and continuous operations of various business applications. Must have good communication skills and patience. This will include on-site and remote support services. The IT Support service team receives calls on standard Microsoft office automation tools, hardware, software, and network problems, to include but not limited to access & security problems, remote access issues, on-line related training issues, and problems with business applications. The candidate will provide management and support for IT hardware and software assets on behalf of Government customers to include, inventory management, asset tracking, asset deployment, software & hardware license management and asset disposal.

The IT Support Service team serves as a direct liaison between ASA (FM&C) end users and DISA Joint Service Provider (JSP) Helpdesk and the Army Helpdesk.

Responsibilities:

• Respond to and track user inquiries about system operation and application usage.
• Address software and hardware problems.
• Diagnose and resolve computer related problems.
• Prepare and install new hardware, i.e. PC's, printers and other peripherals.
• Receive and log customer calls via telephone, self-service tickets, walk-in and e-mail.
• Perform remote analysis of reported problems and take actions as appropriate.
• Initiate, follow-up and track warranty actions.
• Be the first line of defense for security issues.
• Log all requests into the Army Enterprise Service Management Platform (AESMP) which uses ServiceNow - ITSM.
• Escalate problems to other support personnel when a problem is not easily identified and/or corrected in a timely manner.
• Follow up with customers to ensure issues have been resolved.

Required:

• Associate degree or higher in Computer Science or IT related field, or trade school.
• 1-2 years industry experience, support center or helpdesk.
• Security+ Certification desired or 6 months to obtain.
• Microsoft certification desired but not required.
• Working knowledge of networks and server/pc architecture.

Clearance: Must have an interim secret clearance, or secret clearance to start.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting