Service Desk Technician (Secret Clearance Required)

  1. Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
  2. Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
  3. Installs, configures, and upgrades computer hardware and software.
  4. Provides end-user software troubleshooting and support.
  5. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  6. Provides troubleshooting and support.
  7. Provides phone and help-desk support for local and off-site users.
  8. Logs and maintains user requests and incidents using Remedy tracking tool.
  9. Maintains current knowledge of relevant technologies as assigned
  10. Participates in special projects as required.
  11. Support rotational bi-weekly on call Help Desk support requirement.
  12. Support System Administration and other support activities as required.
  13. Support management of queues and incident and service delivery reporting.
  14. Support distribution of service outage notification generation and distribution to stakeholders.

  • Associates Degree  or work experience.
  • 3-5 years of directly related experience supporting help desk operations.
  • Must Meet DoD minimum IAT I (e.g. A+ CE, CCNA with Security, Network + CE)

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