Service Desk Technician

Service Desk Technician

Digicon is a leading and innovative IT service provider with more than 30 years of experience delivering groundbreaking IT and scientific solutions to federal and commercial clients alike.

We are seeking to hire a full-time service desk technician. You must be a US citizen.

Description of Project & Specific Duties of Position :

The service desk technician will be working in a fast-paced environment that supports several thousand users, and will report to the program manager for the contract.

The service desk technician will :

• Support desktops / laptops, printers, and mobile devices for users
• Provide telephone and remote support for various field offices using SCSM for ticketing and SCCM for remote tools
• Perform troubleshooting and problem analysis to resolve incidents with hardware, software, and the network
• Communicate and escalate technical issues that cannot be resolved at the service desk to desk-side technicians or solver groups
• Accurately and thoroughly document all incidents in the tracking system; determine priority based on problem information, documented guidelines, and sound judgment
• Ensure adherence to SLAs
• Promote a positive culture of good communication, customer care, and shared technical expertise

Skills and Experience Required (mandatory skills in order of priority) :

• One or more years of experience working a service desk, with excellent communication and customer service skills
• Experience with Windows 10 (1+ years of experience)
• Experience with Microsoft Office Suite tools
• Knowledge of desktop hardware troubleshooting and component-level replacement
• Must be process-oriented and able to multitask
• Must have the will and stamina to adapt and learn quickly
• Must be able to pass background check (similar to Public Trust)

Education / Training / Certifications Required :

Associate degree with 1 year of IT operations work experience, or 2 years of IT operations work experience, is required

• Microsoft Certified Professional (MCP) or higher in Windows 10
• Microsoft Certified Professional (MCP) in Microsoft Office 365
• Note : CompTIA A+ certification will be accepted in lieu of Microsoft certifications; however, the MCP certifications must be obtained within 180 days of hire.

Additional Skills and Experience Desired (in order of priority) :

• Windows certification, Microsoft Office certification, or other related technical certifications
• Experience with Active Directory in a Windows 2012 and Windows 2016 environment
• Experience in hosted environments is a plus
• Microsoft Exchange experience
• Incident management or IT help desk ticketing system(s) experience
• IT monitoring systems experience
• Experience with supporting Cisco products, Apple iOS, and Android OS

Interested in applying for the service desk technician position? !