Service Desk Technician (Jouneyman)

The Service Desk Technician (Journeyman) delivers help desk technical support through hands-on assistance and remote troubleshooting to maintain mission readiness, ensure service availability, meet performance metrics, and support all aspects of desktop, mobile, conferencing, and related Information Technology (IT) services in alignment with Department of Defense (DoD), Army, Information Technology Infrastructure Library (ITIL), and International Organization for Standardization (ISO) best practices. The Service Desk Technician (Journeyman) applies experience in IT services including problem management, incident response, asset management, event management, metrics monitoring, configuration management, continuity of operations, device and peripheral support, video teleconferencing (VTC) support, and data backup and migration, at a minimum. The Service Desk Technician (Journeyman) will serve as a central point of contact for end users and possesses DoD 8570-compliant certifications. This position is for eight (8) hours daily, between 0600-1800, and therefore requires after-hours on-call support., * Perform daily service desk operations in compliance with DoD 8570.01 certification requirements; manage IT incidents, service requests, desktop/mobile hardware and software, and landline telecommunications to ensure uninterrupted mission operations

• Monitor and track Key Performance Indicators (KPIs), (e.g., First-call Resolution Rate, Customer Satisfaction Score, Service Request Response Time) to maintain performance levels and ensure service availability
• Support service optimization by leveraging automation, commercial-off-the-shelf (COTS) solutions, and process improvements to increase efficiency
• Recommend emerging technologies such as AI-driven automation and predictive analytics
• Continuously review and improve service delivery processes
• Perform Common Access Card (CAC) maintenance and support PIN resets in accordance with standard operating procedures
• Measure service delivery performance using established KPIs and metrics; report status; provide improvement recommendations
• Ensure that Government procured IT services meet quality, cost, and performance benchmarks (e.g., up time, incident resolution time, and Mean Time Between Failure (MTBF)) using automated tools
• Contribute to and maintain IT service continuity plans
• Support annual tests via exercises and simulations, such as continuity plan exercises; document results; identify risks and recommend updates to continuity strategies
• Track, document, and maintain accountability for Government hardware and software; provide monthly asset inventory reports; manage property book entries and validate inventory
• Support user requirements from submission request through fulfillment, ensuring compliance with DoD, Army, and Information Assurance (IA) policies
• Perform services consistent with ITIL, ISO 9000, and Capability Maturity Model Integration (CMMI) best practices
• Perform operations and maintenance for desktop and mobile systems, including updates, patches, and hardware support
• Provide conference room and event support, including audio/visual, teleconference, and VTC; and providing basic user training for conference technologies; ensure reliability and availability of conference room systems
• Identify service disruptions using automated monitoring and predictive analytics; restore service within defined timelines; submit monthly reports detailing event detection, response, and resolution metrics
• Use automated tools to categorize, track, and resolve incidents; conduct root cause analysis for recurring issues; track Mean Time To Repair (MTTR), recurrence rates, and first-call resolution statistics; provide monthly incident reports and improvement recommendations
• Track all requests in the service desk system with detailed work logs; translate complex technical language into clear, user-friendly explanations; meet response metrics
• Install, configure, and troubleshoot standard and approved “above-baseline” software; reimage laptops and diagnose hardware failures; perform component-level hardware repairs and coordinate warranty replacements
• Install printer drivers and resolve printer errors; map network printers and escalate hardware issues under warranty or contracts
• Connect authorized peripherals such as monitors, scanners, projectors, and Smart Boards; provide informal end-user training on operating systems and software tools
• Perform user data backups related to OS migrations and device replacements; transfer user profiles during hardware swaps
• Coordinate with Information Management Officers (IMOs) and Regional Network Enterprise Center (RNEC) for specialized support
• Monitor Government-initiated elevated permission requests
• Follow-up on unresolved issues and provide weekly status reports
• Provide basic VTC support, including call assistance, equipment setup, and vendor coordination
• Prepare and deliver, as requested, special project reports, white papers, technical presentations, and analysis reports

• Bachelor’s degree in a relevant field (e.g. Information Technology, Computer Science, Networking or related discipline) or an additional two (2) years of experience
• 5+ years in desktop support, help desk, system administration roles, and IT field services
• Experience working directly with end users
• Ability to develop, revise, and implement SOPs, policies, and memorandums
• Proficiency with MS Office Suite (Excel, Outlook, PowerPoint, Project, Word), SharePoint, and Teams
• Proficiency with information management and help desk applications, processes, standards, and tools
• DoD 8570-compliant certifications
• Active Secret Security Clearance

Desired Qualifications

• Experience working in a DoD, Army, or federal environment preferred
• Knowledge of DoD and Army regulations across service desk and network operations

If you require a reasonable accommodation for any part of the application or hiring process, please notify the Director of People Operations. Reasonable accommodations are provided to qualified individuals with disabilities in accordance with applicable law.