Helpdesk Technician

Overview

This opportunity is 100% onsite and requires a Top Secret / SCI Clearance along with an IAT II Certification (e.g., CompTIA Security+). TEKsystems is seeking an Intermediate Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. The program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.

In this role, you will provide IT Service Desk support including installation, operation, maintenance, troubleshooting, administration, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both classified and unclassified systems. You will be the initial point of contact for IT-related problems and incidents, delivering phone, online, and deskside support, performing technical triage, troubleshooting, issue resolution, and escalation as needed.

Responsibilities

• Provide prompt, high-quality customer service to DTRA personnel for IT-related issues.
• Document and communicate degradation of services or outage information to customers and assist with resolution.
• Analyze, troubleshoot, and resolve tickets based on the Help Desk allocation process.
• Follow ITSM and ITIL processes to ensure service quality and timely resolution.
• Ensure assigned tickets meet the program's AQL / SLA commitments.
• Open and close tickets in Remedy and / or ServiceNow; document all tickets, requests, and work orders.
• Create or coordinate the development of Knowledge Base Articles (KBA).
• Troubleshoot complex problems, derive root causes, and apply fixes or workarounds.
• Provide support for new employees setting up ADPE (monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensure network connectivity, and resolve account administration to provide access to required websites and services.

Qualifications

Workplace and Eligibility

Workplace Type : This is a fully onsite position in Fort Belvoir, VA.

Pay range : $32.00 - $39.00 / hr. Eligibility requirements apply to some benefits and may depend on job classification and length of employment.

Benefits (sample, eligibility may apply)

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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