IT Service Desk Technician

at  SDA Solutions LLC

JOB DESCRIPTION

SDA Solutions LLC is looking for a motivated Service Desk Technician to perform Tier I functions for a DoD Federal Customer, located in Quantico, Va. This is in direct support of a recently awarded 5 year network support contract effort. The candidate will provide Tier I administration functions in support of an enterprise service desk and enterprise directory team that currently supports over 6500 users worldwide.

SUMMARY:

The Junior Systems Administrator is responsible for a full range of hands on support to the federal customer user base. Support includes software, hardware, server administration, handheld devices and mission applications support.

• Provides on-site support to end users on a variety of issues.
• Responds to trouble tickets escalated from Tier I
• Successfully manages assigned tickets to closure
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solutions
• Follow-up with end users to provide status updates as per service level agreements (SLA’s)
• Support Tier III and engineering analysis initiatives when applicable

Location: Quantico,VA
Clearance: Secret Required
Candidates without a secret clearance need not apply and will not be considered for hire.

EDUCATION & EXPERIENCE:

• A Bachelor’s Degree in a technical or business-related field
• 3+ years’ experience can be substituted for bachelor’s degree

MINIMUM QUALIFICATIONS:

• Under general supervision, monitors and responds to hardware and software problems
• 2+ years experience working in an IT Service Desk or Tier II operations environment
• Highly responsive to customer requests.
• Basic understanding of networking and network troubleshooting tools
• Experience with multi-platform Windows O/S required
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Willingness to gather information during troubleshooting to provide detailed information for escalation
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
• 2+ years experience in Microsoft Windows administration
• Ensure a positive Customer Experience when dealing with all level of users

DESIRED QUALIFICATIONS:

• Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ CE) certifications and/or Microsoft Certified IT Professional (MCITP))
• Experience using ITSM Ticketing tools (e. g. BMC Remedy or similar ticketing systems to manage and track incidents)
• Experience managing users and mailboxes in Exchange and O365
• Basic knowledge of ITIL, Service Desk metrics/SLA s, and mobile device support
• Basic knowledge of Active Directory, Group Policies, and User/Group management
• Experience using command prompt and PowerShell
• Basic understanding of DNS and familiarity with tools such as nslookup and doing reverse lookups for troubleshooting.
  Job Type: Full-Time, on-call, after hours, with some opportunity for remote wor

• Provides on-site support to end users on a variety of issues.
• Responds to trouble tickets escalated from Tier I
• Successfully manages assigned tickets to closure
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solutions
• Follow-up with end users to provide status updates as per service level agreements (SLA’s)
• Support Tier III and engineering analysis initiatives when applicabl