Tier 1 Helpdesk
Role details
Job location
Tech stack
Job description
In this role, the successful candidate will provide comprehensive IT Service Desk support, including installation, operation, maintenance, troubleshooting, administration, and cybersecurity defense of data and applications hosted in the DTRA Data Center across both classified and unclassified environments. What you will do:
- Serve as the initial point of contact for IT-related incidents and service requests
- Provide phone, virtual, and walk-up support to end users
- Perform technical triage, troubleshooting, and issue resolution, escalating when required per established protocols
- Deliver prompt, courteous, and effective customer service to DTRA personnel
- Document and communicate service degradations, outages, and resolution status to customers
- Analyze, troubleshoot, and resolve incidents and service catalog (SC) tasks in accordance with Service Desk operating procedures
- Adhere to ITSM and ITIL best practices to ensure high-quality service delivery
- Ensure assigned incidents and requests remain within established AQL/SLA commitments
- Open, update, track, and resolve incidents and requests using ServiceNow
- Ensure all incidents and SC tasks are thoroughly and accurately documented
- Create, update, and/or coordinate the development of Knowledge Base Articles (KBAs)
- Troubleshoot complex technical issues, identify root causes, and implement effective fixes or workarounds
- Support onboarding of new employees by configuring and validating Government-Furnished Equipment (GFE), including:
- Monitors, keyboards, mice
- VDI access and laptops
- Phones, printers, and VTC suites
- Network connectivity and account access to authorized systems, applications, and websites, Voluntary Self-Identification of Disability Form CC-305 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp. How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
- Alcohol or other substance use disorder (not currently using drugs illegally)
- Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
- Blind or low vision
- Cancer (past or present)
Requirements
- Bachelor's degree with 4+ years of relevant experience or Master's degree with 2+ years of relevant experience
- Additional directly related experience may be considered in lieu of a degree
- Active DoD Secret clearance
- DoD 8570 IAT Level II certification (or current DoD IAT II-compliant certification)
- Demonstrated experience in IT customer service, including:
- At least two (2) years of experience using IT ticketing systems
- At least one (1) year of experience using remote desktop or remote takeover tools
- Proven ability to meet and maintain service level goals (SLAs) and performance targets
How you will wow us:
- Experience supporting and administering Microsoft Office 365 environments
- Familiarity with remote desktop and remote access tools
- Working knowledge of Windows Server environments and Cisco networking technologies
- Certification in a process-based framework, such as:
- ITIL
- HDI
- COBIT
- Lean Six Sigma
- Six Sigma
- or equivalent service management or continuous improvement methodologies, Bachelor's degree with 4 or more years of relevant experience, or
- Master's degree with 2 or more years of relevant experience, or
- Equivalent additional professional experience in lieu of a degree*, Do you have IT customer service experience, including: At least two (2) years using an IT ticketing system, and At least one (1) year using remote desktop or remote takeover tools?* YesNo Do you have experience meeting or exceeding service level goals (SLAs) and performance targets?*
Benefits & conditions
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
- A "disabled veteran" is one of the following:
- a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- a person who was discharged or released from active duty because of a service-connected disability.
- A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
- An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
- An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
