Service Desk Technician

Trillion Technology Solutions, Inc; Washington (District of Columbia); On-site; USD 85,000 - 110,000; Full time

Job summary

Trillion Technology Solutions, Inc is seeking an experienced on-site IT professional to support the DFC IT infrastructure in Washington, DC. You will handle complex Service Desk and System Engineering tasks, working directly with clients to resolve issues and drive ITIL-based improvements.

The role requires VIP-level support skills, strong communication, and hands-on experience with ServiceNow, Active Directory, VPN, and related security and collaboration tools.

Qualifications

• 5-6 years of Service Desk/Systems Engineering Support with leadership in automated environments.
• Experience using ServiceNow for ticket management and ITIL-based process improvement.
• VIP-level support experience and ability to document deliverables.
• Strong written and verbal communication skills with client-facing experience.
• Knowledge of ServiceNow and ITIL practices in complex IT infrastructures.

Responsibilities

• Respond to and manage tickets for complex Service Desk/System Engineering tasks using ServiceNow.
• Collaborate with clients to resolve ticket items and infrastructure issues.
• Maintain updates on open tickets; provide regular tracking and summaries to the Service Area Manager.
• Improve ServiceNow automation and ITIL-based processes for client IT infrastructure.
• Support VIPs at HQ and ensure access to servers, VPN, Wi-Fi and required applications.
• Perform other duties as assigned.

Skills

ServiceNow

ITIL

VIP support

Ticket management

Customer communication

Tools

Active Directory

Windows 10/11

Microsoft Exchange

VPN

InTune (MDM)

DFS

SharePoint

Office 365

Job description

ONSITE IN DC

• Support and respond to tickets for ongoing complex Service Desk/System Engineering activities using ServiceNow for supporting the DFC IT infrastructure and Mobile devices.
• Work with clients directly to support and resolve ticket items and system engineering infrastructure issues.
• Maintain updates and actions on open assigned tickets and system engineering issues; provide regular tracking and summary inputs to the Service Area Manager as needed.
• Work extensively directly with DFC clients on improving ServiceNow automation/system engineering processes and procedures based on ITIL processes, addressing client concerns and issues.
• Support HQ office VIPs, support and insure their access and operation of IT system infrastructure facilities such as servers, custom/specialized financial applications, VPN and Wifi, and Service Desk ticket resolution access.
• Other duties as assigned.

Job Specific Details And Tasks

• Support and respond to tickets for ongoing complex Service Desk/System Engineering activities using ServiceNow for supporting the DFC IT infrastructure and Mobile devices.
• Work with clients directly to support and resolve ticket items and system engineering infrastructure issues.
• Maintain updates and actions on open assigned tickets and system engineering issues; provide regular tracking and summary inputs to the Service Area Manager as needed.
• Work extensively directly with DFC clients on improving ServiceNow automation/system engineering processes and procedures based on ITIL processes, addressing client concerns and issues.
• Support HQ office VIPs, support and insure their access and operation of IT system infrastructure facilities such as servers, custom/specialized financial applications, VPN and Wifi, and Service Desk ticket resolution access.
• Other duties as assigned.

Required Experience

• 5-6 years of Service Desk/Systems Engineering Support and leadership in an automated setting; ServiceNow preferred. Both ticket management, system engineering analyst and technical troubleshooting skils required.
• Experience developing and managing ITIL process-based asset management in the system engineering process improvement environment and use of an automated ticketing system such as ServiceNow for a remote VIP office client based IT problem ticket/system issues resolution
• Extensive VIP support at Level II for client activities within requiring system engineering analysis within the IT infrastructure and resolution of basic and advanced Service Desk tickets.
• Proactive VIP client interface experience and deliverable documentation development
• Staff interface and asset coordination experience
• Experience supporting DFC or similar IT organization preferred
• Strong customer asset support skills
• Strong written and verbal communications skills
• Knowledge of the ServiceNow ticketing system
• Experience with ITIL best practices
• Knowledge working with and supporting the following products and tools:

Knowledge working with and supporting the following products and tools:

• Manage and maintain the overall IT infrastructure at the system engineering and day-to-day trouble ticket resolution levels
• Exposure and understanding of network tools and techniques such as switches, VPNs, routhers and releated WiFi connectivity
• Microsoft Exchange
• Anti-Virus Software (i.e., Microsoft System Center Endpoint Protection)
• Microsoft Distributed File System (DFS)
• Enterprise Mobile Devices (i.e., Apple and Android Devices)
• Mobile phone management tools/MDM (i.e., InTune)
• Mobile Device startup and client configuration/Apple iPhone experinece preferred
• Desktop and Tablet image development, control and deployment; tracking and deploying/troubleshooting system upgrades
• Microsoft Active Directory (AD)
• Microsoft Domain Name Services (DNS)
• Microsoft Dynamic Host Configuration Protocol (DHCP)
• Smart Card Authentication
• Virtual Private Network (VPN)/WIFI support for remote and in-office clients
• Enterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption or similar)
• Enterprise Communication Services (i.e., TEAMs for Business)
• Microsoft SharePoint end-users support
• Microsoft Windows 10. 11
• VPN and PIN Card Troubleshooting
• Internet-based VOIP desk phone systems, troubleshooting and system upgrades
• TEAMs-based phone systems
• BitLocker or other user authentication tool
• Adobe
• Asset Management tools and techniques for large infrastructure environments
• Secure email Transmission facility (i.e, Accellion or similar)
• Outlook Email archive management
• Network Printers and office server reset/update support
• Microsoft Office products
• Ticketing and Asset Management System (i.e., ServiceNow)
• Knowledge Base resource and video guide training planning and development
• Video Conferencing Support (i.e., VTC)
• General Desktop and Mobile Device System (InTune) Administration
• Specialized DFC agency inhouse infrastructure system tools/features/application trouble ticket support and troubleshooting

Trillion is an equal opportunity employer. Applicants are considered for positions without regard to race, religion, gender, native origin, age, disability, or any other category protected by applicable federal, state, or local law.