Service Desk Specialist - Secret Clearance Required

Description

This is a regular Service Desk Specialist role in the Technical Support Services job family, and it requires no public trust or other clearance beyond Secret.

The company serves US government, defense and intelligence customers with technology and mission services.

You will handle user requests through a service desk that works in an ITIL-oriented setting, with customer service as the priority.

You will work alongside IT professionals on a team, and you will also troubleshoot issues on your own.

Much of the work involves speaking with end users and senior staff, so you must explain technical topics in plain language.

Responsibilities

• Resolve incidents and service requests in an ITSM ticketing system such as ServiceNow as a technical generalist, escalating only when needed.
• Troubleshoot computer systems, software and hardware in person, by phone, by email, by instant message and through voicemail.
• Install, configure, change and repair computer hardware and software.
• Work out advanced technical solutions across networks, software, hardware, configurations and architectures on your own.
• Teach end users how to use hardware and software properly and efficiently.
• Provide in-person and phone support to a large base of end users.
• Open, update and close trouble tickets with clear notes and customer communication that meet SLAs, and give regular status updates on troubleshooting.
• Keep a high-volume ticket queue moving so every ticket is actively worked and kept current.
• Attend team meetings, training and recurring ticket reviews, such as weekly staff meetings and ticket tag-ups.
• Write and maintain accurate knowledge base articles, service desk procedures, guidelines and reference material, including as-built diagrams, SOPs and job aids.
• Join focus teams or special projects that improve processes and speed up issue resolution.
• Stay courteous and professional with users and senior staff in person, by phone and by email.
• Help run the 24x7x365 service desk as your shift and coverage require.
• Review customer needs, propose alternatives that work better, and look for ways to raise satisfaction and service quality.
• Be available for after-hours on-call coverage when needed.
• Lift and move desktop equipment such as laptops, computers and monitors from time to time.
• Watch the help desk inbox for new emails and create and assign tickets from them.
• Record for each ticket the problem, the fix, the end user, start and finish times and the end user's satisfaction.
• Write resolutions detailed enough that another technician can handle a similar problem without redoing the research.
• Tell the team lead about any VIP request that needs extra resources or could delay resolution.

Requirements

• Hold a high school diploma; an associate or bachelor's degree is preferred.
• Have at least 2 years of related experience.
• Have hands-on experience supporting intermediate Microsoft Office, Internet Explorer, SharePoint, Java and Adobe Acrobat.
• Have worked with Outlook in an Exchange Server environment, remote access tools for user support, networked printers, Active Directory, ITSM ticketing systems such as ServiceNow or Remedy, SharePoint, DoD STIGs and IAVMs, ACAS, and an SCCM or MECM environment.
• Have Microsoft Windows and customer support experience, plus help desk and ticketing system experience.
• Hold an active, current CompTIA Security+ CE when you start.
• If you start with only Security+ CE, earn a relevant computing environment certification within 3 months, as the contract requires.
• Hold an active SECRET clearance at hire and keep it for the length of your employment.
• Be a US citizen.
• Communicate clearly in speech and writing, and resolve problems with sound analysis and troubleshooting.
• Document well, stay organized, and work well with others.
• Manage several tasks at once, meet deadlines and handle last-minute requests.
• Follow through closely so every issue is fully resolved.
• Pick up new tools, processes and requirements quickly, and keep learning on your own.
• Use judgment and discretion when handling sensitive issues.
• Be reliable and on time, follow direction and ask for feedback to improve.
• Take on other reasonable duties as assigned.

Conditions

The role is based at TARC in Arlington, VA, with up to 45 days onsite during onboarding and transition.

Telework may be allowed based on performance and mission needs, and management or the government can change that arrangement at any time.

The schedule is mainly Monday to Friday, but you must cover any mix of 1st, 2nd and 3rd shifts, weekends and holidays when asked.

Travel is less than 10%, and most team members do not travel often.

The role is hybrid, with 40 scheduled hours per week.

The likely hourly rate is $24.52 to $33.18. This is not a guarantee. Pay depends on experience, location and contract terms, and may fall outside that range.

As part of hiring, you complete an identity check using biometrics and AI, and you must be on camera for virtual interviews.

The company is an equal opportunity employer that welcomes individuals with disabilities and protected veterans.

Benefits

• Competitive pay, medical plans with some Health Savings Account options, dental, vision, and a 401(k) with company match.
• Paid vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave, plus flexible work weeks where possible.
• Short and long-term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance, provided or available.
• AI-powered career tools, learning opportunities and an internal mobility team to help you reach your career goals.
• An award-winning, innovation-focused culture that is military-friendly.