Service Desk Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for customers through phone, email, or live chat to deliver technical support for hardware, systems, subsystems, and applications.

• Assist customers in navigating application menus and, when necessary, remotely access customer systems.

• Troubleshoot network connectivity issues, including VPN access and remote user assistance.

• Provide support for users with Active Directory account unlocks and password resets.

• Diagnose and resolve issues related to Windows operating systems and Microsoft Outlook.

• Foster and maintain productive customer relationships while ensuring exceptional customer service.

• Offer alternative solutions as appropriate to enhance customer satisfaction and ensure mission continuity.

• Refer complex technical issues to Remote Support Engineering staff or Field Engineering teams as needed.

• Record incidents, resolutions, and troubleshooting activities in compliance with customer and contract standards.

• Consistently achieve performance metrics and service level expectations driven by customer needs.

⛳️ Requirements

• Must be a U.S. Citizen.

• Must possess or be able to obtain a U.S. Government Secret security clearance before hiring.

• Sponsorship is available for qualified candidates.

• Must hold a current Level I AIT certification.

• Strong understanding of network troubleshooting, including connectivity issues, TCP/IP, VPN software, and remote user support.

• Familiarity with Active Directory administration, including password resets and account unlocks.

• Proficient troubleshooting abilities across Windows operating systems.

• Capable of diagnosing and resolving Microsoft Outlook and email-related issues.

• Excellent written and verbal communication skills.

• Exceptional customer service and interpersonal skills.

• Previous experience in technical support or help desk roles is preferred.

• Ability to meet customer metric requirements in a high-volume support environment effectively.

• High School Diploma or equivalent is required.

• MCP, Dell, or other recognized technical certifications are preferred.

• Additional technical or IT-related training is preferred.

• Prior experience supporting enterprise-level service desk operations is preferred.

• Experience in supporting DoD or government IT environments is preferred.

• Must be able to sit or stand at a desk for extended periods and lift up to 20 pounds occasionally.

• Ability to multitask and adapt to changing priorities with minimal notice.

🏝️ Benefits

• Competitive compensation.

• Comprehensive benefits package.

• Opportunities for professional development and certification.

• Clear advancement pathways.

• Overtime may be required based on scheduling demands.