Tier III DoD IT Helpdesk Technician – 24/7 On-Call

ENS Solutions, LLC; Washington (District of Columbia); On-site; USD 95,000 - 135,000; Full time

Job summary

ENS Solutions, LLC in Washington, DC, seeks an IT service management professional to monitor networks and provide 24/7 on-call support for critical systems. You will document incidents, manage user accounts, install software, and deliver training and updates to leadership.

The role requires TS/SCI clearance with CI polygraph, DoD 8570.01-M IAT II certification, and experience with Remedy, SCSM, and ServiceNow. Expect strong teamwork, customer focus, and problem-solving abilities.

Qualifications

• Required Education and Experience: HS/GED + 3+ years
• Certifications: DoD Manual 8570.01-M at the IAT Level II role
• Security Clearance Level: TS/SCI clearance and ability to obtain and maintain a CI Polygraph
• Experience with ticketing systems such as Remedy, SCSM, ServiceNow
• Strong written and verbal communication with customer service focus and teamwork
• Ability to resolve technical issues with little oversight

Responsibilities

• Provides network monitoring during customer core hours with 24/7 on-call support, including weekends and holidays.
• Documents end-user problems and ensures proper controls for archiving and prioritization.
• Performs user account management per the Account Management Plan.
• Performs advanced software installations and upgrades to operating systems and layered packages.
• Supports training and education materials, delivering training on-site or over-the-phone.
• Provides technical assistance for computer systems, hardware, and software; diagnoses and resolves issues.
• Delivers system updates and briefings to Government leadership as needed.
• Maintains procedures, hardware, network connections, and trouble tickets from users.
• Guides customers through problem-solving and follows up to ensure resolution.
• Collects and evaluates incident reporting practices and operations.
• Manages IT incidents in line with ITIL principles.
• Knowledge of network connectivity troubleshooting, cable management, and fiber termination.

Skills

Strong written and verbal interaction

Customer service focus

Teamwork

Problem solving

Education

HS/GED + 3+ years

Tools

Remedy

SCSM

ServiceNow

Job description

ENS Solutions, LLC in Washington, DC, seeks an IT service management professional to monitor networks and provide 24/7 on-call support for critical systems. You will document incidents, manage user accounts, install software, and deliver training and updates to leadership.

The role requires TS/SCI clearance with CI polygraph, DoD 8570.01-M IAT II certification, and experience with Remedy, SCSM, and ServiceNow. Expect strong teamwork, customer focus, and problem-solving abilities.