Service Desk Technician — ITIL-Driven First-Line Support

A&T Systems, Inc.; Silver Spring (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

A&T Systems, Inc. is seeking a Service Desk Technician located in Silver Spring, Maryland, to provide high-quality technical support. This role involves troubleshooting, incident management, and a commitment to customer satisfaction within an ITIL-based environment.

The ideal candidate will have a minimum of three years of experience in IT support with relevant qualifications, including a degree in Computer Science. Responsibilities include logging incidents, utilizing remote support tools, and contributing to knowledge management initiatives.

Qualifications

• Minimum of three years of experience providing IT technical support.
• Experience in a fast-paced enterprise environment.
• Demonstrated customer-focused technical support skills.

Responsibilities

• Serve as the primary point of contact for technical assistance.
• Accurately log and track incidents in the ITSM platform.
• Utilize remote support tools to diagnose and resolve issues.

Skills

Customer support

Technical troubleshooting

IT service management

Communication skills

Knowledge management

Education

Associate's degree in Computer Science

High School diploma with relevant certifications

Tools

ServiceNow ITSM platform

Remote support tools

Active Directory

Job description

A&T Systems, Inc. is seeking a Service Desk Technician located in Silver Spring, Maryland, to provide high-quality technical support. This role involves troubleshooting, incident management, and a commitment to customer satisfaction within an ITIL-based environment.

The ideal candidate will have a minimum of three years of experience in IT support with relevant qualifications, including a degree in Computer Science. Responsibilities include logging incidents, utilizing remote support tools, and contributing to knowledge management initiatives.