Service Desk Technician

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

📋 Description

• Act as the primary point of contact for customers through telephone, email, or live chat.

• Deliver technical support for hardware, systems, subsystems, and applications.

• Guide customers in navigating application menus.

• Remotely access customer systems when required.

• Diagnose network connectivity problems, including VPN access and remote user support.

• Assist with Active Directory account unlocks and password resets.

• Troubleshoot and resolve issues related to the Windows operating system.

• Address and fix Microsoft Outlook and email-related challenges.

• Cultivate and sustain productive relationships with customers.

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

• Escalate intricate technical problems to Remote Support Engineering or Field Engineering teams.

• Record incidents, resolutions, and troubleshooting activities in accordance with customer and contract specifications.

• Achieve customer-driven performance metrics and service level expectations.

⛳️ Requirements

• Must be a U.S. Citizen.

• Must have or be able to acquire a U.S. Government Secret security clearance before hiring; sponsorship may be 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.

• Capability to troubleshoot and resolve Microsoft Outlook and email-related issues.

• Excellent written and verbal communication skills.

• Exceptional customer service and interpersonal abilities.

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

• Ability to consistently meet customer metric requirements in a fast-paced support environment.

• High School Diploma or equivalent is required.

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

• Additional technical or IT-related training is preferred.

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

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

• Must reside near Luray, Virginia, and work from an approved SCA location.

• Must be capable of sitting/standing at a desk for extended periods and lifting up to 20 pounds occasionally.

• Must be able to multi-task and quickly adjust priorities with minimal notice.

• Ability to work compressed schedules and expected overtime when necessary.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Opportunities for professional development and certification.

• Clear advancement paths.

• Overtime as required by schedule demands.

• No relocation assistance is available.