Tier 1 DoD Service Desk Technician

Aleut Federal; San Antonio (TX); On-site; USD 54,000 - 57,000; Full time

Benefits offered by this job

Health insurance

Dental/Vision insurance

Paid Time Off

Disability insurance

Life insurance

401k and match

Job summary

Aleut Federal seeks an Enterprise Service Desk Technician to support 30,000+ users. The role focuses on Tier 1 service desk tasks, initial troubleshooting, ticket creation, and documenting incident steps. Strong communication and DoD clearances are required.

You'll work in a DoD-focused environment with ITSM tools, contributing to KB content, metrics, and SOPs. The schedule and mission-driven work support critical national interests.

Qualifications

• 2-5 years of help desk experience.
• Must have DoD Top Secret clearance with SCI eligibility on day one.
• Experience with Windows OS and Microsoft Office.
• Document steps and contribute to KB articles.

Responsibilities

• Deliver Tier 1, Service Desk Level I support: create tickets, initial troubleshooting, document resolution steps.
• Diagnose and resolve client-level issues; understand networking, hardware, Exchange, and common ITSM/ITIL tools.
• Track tickets through to resolution and document progress in systems.
• Identify and resolve computer system malfunctions and operational problems.
• Contribute to Knowledge Base after incidents are resolved.
• Provide data and reporting for monthly service ticket metrics.
• Ask for customer satisfaction surveys when incidents are resolved.
• Coordinate escalation with higher tiers when needed.
• Monitor and contribute to SOP documentation.
• Create user accounts using enterprise tools (e.g., DRA/NetIQ) and provisioning for Jabber/VOIP.

Skills

Top Secret clearance

Client management

Oral and written communication

ITSM ticketing

2-5 years experience

Education

High School Diploma

CompTIA Security+ CE

Tools

ServiceNow

Remedy

Job description

Aleut Federal seeks an Enterprise Service Desk Technician to support 30,000+ users. The role focuses on Tier 1 service desk tasks, initial troubleshooting, ticket creation, and documenting incident steps. Strong communication and DoD clearances are required.

You'll work in a DoD-focused environment with ITSM tools, contributing to KB content, metrics, and SOPs. The schedule and mission-driven work support critical national interests.