Service Desk Technician - IMC0827

Innovative Management Concepts, Inc.; Dahlgren (VA); On-site; USD 80,000 - 86,000; Full time

Benefits offered by this job

401(k) with 3% employer match

Paid time off

Paid holidays

Health insurance

Job summary

A Service-Disabled Veteran-Owned Small Business seeks a full-time IT Support role in Dahlgren, VA. This position requires CompTIA Security+CE certification and helps in handling local IT issues including hardware and software support. Ideal candidates will have 3-7 years of experience, strong communication skills, and must maintain a DoD TS/SCI clearance. Responsibilities include providing on-site support, managing tickets, and ensuring cybersecurity compliance. Competitive salaries and comprehensive benefits packages are offered.

Qualifications

• Must have CompTIA Security+CE or higher certification.
• 3-7 years of help desk or technical field experience.
• Must have current DoD TS/SCI clearance eligibility.

Responsibilities

• Provide walk-in and telephone support to users.
• Record user information in the ITSM system.
• Perform initial diagnosis and troubleshoot incidents.

Skills

CompTIA Security+CE certification

Help desk experience

Communication skills

Technical troubleshooting

Detail-oriented and organized

Experience with incident management

Job description

This position will serve as the initial customer interface for all local IT issues associated with hardware, software, and accounts, recording information in the ITSM system, assigning ticket priority, and submitting support tickets on behalf of the user when necessary.

Work Location: Completely on‑site in Dahlgren, VA.

Base Pay Range

$80,000.00 / yr – $86,000.00 / yr

Basic Required Qualifications and Skills

• At start date, must possess CompTIA Security+CE or higher certification to meet IAT Level II requirements.
• Three (3) to seven (7) years of help desk experience or related technical field experience.
• Maintain technical and management certifications as per DoDM 8140.03.
• Compliance with DoD and Command’s Cybersecurity Policies.
• Experience with computer set‑up, configuration, and troubleshooting.
• Experience with incident management process and its application.
• Detail‑oriented and highly organized, with excellent written and oral communication skills.
• Excellent interpersonal skills for dealing with diverse military and civilian stakeholders.
• Successful completion of privileged user account exam.
• U.S. Citizenship is required pursuant to a government contract.
• All applicants must have current DoD TS/SCI clearance eligibility day one and prior to entry on duty.

Essential Duties and Responsibilities

• Provide walk‑in and live, on‑site telephone coverage during normal service hours.
• Answer customer telephone calls and emails to the service desk during normal service hours.
• Record any additional information obtained from the user in the ITSM system.
• Provide users with a ticket number via email if they do not submit a ticket for support.
• Perform initial diagnosis and analysis of incidents and provide immediate resolution and recovery when possible; or facilitate effective hand‑off escalation of incidents as needed.
• Provide in‑depth and high‑level on‑site telephone support to the end‑user community on problems, questions, and uses related to hardware, software, and networks, and dispatch field engineers from the appropriate team when applicable.
• Set up, configure, use, and troubleshoot classified systems and networks.
• Utilize automated help desk management systems for efficient support operations.
• Ensure compliance with Department of Defense and Command’s Cybersecurity policies and processes.
• Perform other duties as assigned.

Salary and Benefits Information

Full‑time positions at IMC are eligible to participate in any or all of the benefit programs offered, including 401(k) with a 3% employer match, paid time off, paid holidays, FSA spending, dental, vision, health insurance, company‑sponsored AD&D, and life insurance. Benefits are subject to change. Positions at IMC may also be eligible for a bonus and/or other incentives.

For more information about IMC’s benefits, visit our website.

Innovative Management Concepts, Inc. (IMC), a Service‑Disabled Veteran‑Owned Small Business, provides a broad range of information technology services to government and commercial customers.

We are an equal‑opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Seniority Level

• Associate

Employment Type

• Full‑time

Job Function

• Information Technology

Industries

• IT Services and IT Consulting