Service Desk Technician (On Site - REF1861S)

Company Description

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country's most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services - focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed "A Players" who already align with the company's core values : Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

Job Description

Overview :

The Service Desk Technician provides Tier 0-2 support and application development for USSF Enterprise Information Services (EIS) users across NIPRNet and SIPRNet environments. The role supports approximately 31,000 end-users worldwide, delivering service desk operations, SharePoint administration, and solutions development aligned to mission requirements. Responsibilities include user support for SharePoint (NIPRNet / SIPRNet), ETMS2 / TMT, and collaboration tools; triaging and escalating Power Platform issues; managing network account setup (DD Form 2875, SIPR token requests, and provisioning / deprovisioning); and developing tailored solutions to improve workflows and end-user experience.

Primary Duty Responsibilities :

• Lead day-to-day service desk operations for USSF personnel worldwide, ensuring Tier 0-2 resolution and timely escalation to Tier 3 support.
• Troubleshoot and resolve SharePoint issues, including permissions, lists, libraries, views, versions, governance compliance, and broken web parts.
• Provide first-level triage for Power Apps and Power Automate items (ownership, connections, runs, errors), escalating complex issues to developers as required.
• Develop and maintain custom SharePoint applications, workflows, and low-code / no-code solutions to support mission needs.
• Document and track all service requests and incidents using the designated SharePoint-based trouble ticket tracker.
• Manage account provisioning and de-provisioning processes, including NIPRNet / SIPRNet accounts, CAC renewals, and SIPR token issuance.
• Provide guidance and support to Content Managers and Site Owners, ensuring compliance with governance standards and Section 508 accessibility requirements.
• Deliver end-user training and knowledge transfer to promote effective system usage across military and civilian stakeholders.
• Ensure all incidents, requests, and resolutions are communicated clearly and promptly to customers and leadership.

Skills :

Qualifications

Experience

Knowledge :

Preferred Certifications

Clearance Requirements :

Starting salary range :

Citizant offers a competitive benefits package, including :

Additional Information

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.