Service Desk Technician - Secret Cleared

Agensys Corporation; Camp Springs (MD); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Technician to provide exceptional IT support to end-users. This role is critical in troubleshooting Level 1 technical issues and ensuring customer satisfaction through effective communication and problem resolution. You'll be the first point of contact for support requests, managing tickets, and escalating issues when necessary. Join a fast-growing IT services firm that values strong relationships and has a commitment to excellence in service delivery. If you have a passion for technology and helping others, this opportunity is perfect for you.

Qualifications

• Experience in providing Level 1 technical support and troubleshooting.
• Ability to document tickets and escalate issues effectively.

Responsibilities

• Serve as the first point of contact for customer support via phone, email, or web.
• Identify and resolve Level 1 problems related to hardware and software.
• Open and manage tickets in the service management system.

Skills

Troubleshooting

Customer Service

Technical Support

Documentation

Education

CompTIA Security+

Job description

Job Description

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 aService 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

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

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.