Service Desk Technician - Secret Cleared

ZipRecruiter; Camp Springs (MD); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician to deliver professional IT support at Andrews Air Force Base. In this dynamic role, you will be the first point of contact for end-users, troubleshooting Level 1 technical issues across various platforms, including hardware, software, and mobile devices. Your responsibilities will include documenting tickets, escalating unresolved issues, and ensuring customer satisfaction through effective communication. Join a growing IT services firm where your contributions will help shape the future of technology support in a fast-paced environment.

Qualifications

• Provide Level 1 IT support and troubleshoot technical issues.
• Document tickets and escalate problems as necessary.

Responsibilities

• Serve as the first point of contact for customer support.
• Identify and resolve Level 1 hardware and software issues.
• Manage tickets and ensure customer satisfaction.

Skills

Troubleshooting

Customer Service

Technical Support

Communication Skills

Logical Thinking

Education

CompTIA Security+ Certification

Tools

Service Management System

Job description

Service Desk Technician

Location: Andrews Air Force Base
Telework: Full-time onsite (includes ad-hoc telework)
Clearance Requirement: Active DoD Secret
Certifications Required: CompTIA Security+

Position Overview

We are hiring a Service Desk Technician to provide responsive and professional IT support to end-users. This role involves troubleshooting Level 1 technical issues, documenting tickets, and escalating problems when needed to ensure quick resolution in a fast-paced ITSM environment.

Key Responsibilities

1. Serve as the first point of contact for customer support via phone, email, or web.
2. Identify the nature of the issue and attempt to resolve Level 1 problems related to hardware, software, applications, telecom, mobile devices, and printers.
3. Open and manage tickets in the service management system; escalate issues to appropriate teams when necessary.
4. Assist in determining if hardware replacement is needed and coordinate warranty service when applicable.
5. Provide consistent ticket updates and document all actions taken.
6. Follow up with users to confirm resolution and ensure customer satisfaction prior to closing tickets.
7. Escalate unresolved issues to Level 2 support teams as appropriate.
8. Deliver excellent oral and written communication and customer service.
9. Meet incident response and resolution timelines in accordance with SLAs.
10. Apply logical thinking and technical knowledge to resolve common desktop and infrastructure issues, including deployments and upgrades.

Company Description

Agensys Corporation is a small business IT Services firm headquartered in Loudoun County, Virginia. Our proven methodologies allow us to identify, attract and retain the highest quality of IT professionals. Agensys Corporation’s leadership team capitalizes in over 30 years of expertise in government and commercial sectors and is one of the fastest growing Services firms in the DC Metro Area. Our goal is to develop strong relationships with our partners to understand and exceed the needs of their unique environments.