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# Service Desk Technician

- **Company:** TIME Systems
- **Location:** Joint Base Andrews, MD, United States
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Desktop Computing, Issue Tracking Systems, Software Deployment, Information Technology
- **Published:** July 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=406f0b626b43f779

## About the Role

* HS Diploma or equivalent.
 * Currently possess a DoD Secret security clearance.
 * Currently possess a minimum DoDD 8570 IAT Level II certification (e.g. Security+ CE).
 * Experience working in a customer service or call center environment.
 * Possess excellent written and verbal and communication skills, conveying complex information clearly and concisely to both technical and non-technical audiences.
 * US Citizenship required.
 * Ability to multitask and operate under pressure.
 * Excellent briefing and oral communication skills.

Preferred Qualifications

 * Experience working in a lab or professional environment.

We are TIME Systems: Committed to Excellence, Dedicated to Service.

## Description

TIME Systems is looking for a Service Desk Technician to join our team. You will be primarily responsible for being the first contact for each of our customer calls. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary., * After an initial acclimation period, responsible for providing phone, email, and web support to users.

 * Follow a process that includes greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
 * Troubleshoot problems reported to determine the general issue, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, printers and provide detailed analysis of the problem.
 * Assist with determining if equipment replacement is warranted and arrange appropriate resolution under warranty.
 * Update assigned tickets and continuously coordinate necessary work.
 * Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket
 * Escalate problems to higher-level support as necessary.
 * Provide excellent phone support and oral and written communication skills.
 * Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).
 * Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades.


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