IT Service Desk Specialist II

• The IT Service Desk Specialist II provides intermediate help desk support, acts as the primary escalation point for user-reported problems, provides stagger/flex coverage, and participates in the On-Call/Call-Back rotation for Customer Support Services., * Provide technical assistance and support to end-users for hardware, software, and system issues via phone, email, or MS Teams.
• Act as the primary contact and escalation point for resolving user-reported computer problems, from basic to highly complex.
• Provide stagger/flex support during peak times or periods of reduced staffing.
• Manage all tickets within the DHA ticketing system (ServiceNow), adhering to the ATAMMC Service Catalog and performance metrics.
• Handle the ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
• Provide comprehensive desk-side and remote assistance to resolve hardware and software issues.
• Support root cause analysis for all critical events.
• Provide on-site support for troubleshooting, configuration, patching, and installation of authorized hardware and software.
• Assist users with CAC pin resets and support in-processing and out-processing of employees.
• Support the complete lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.
• Manage and sustain operating systems and provide Active Directory (AD) administration.
• Maintain workstation and laptop security baselines.
• Maintain and update the Service Desk Issuance SOP.
• Create and manage articles in the ATAMMC Knowledge Base.
• Participate in On-Call/Call-Back rotation for Customer Support Services.

• Four (4) years of progressive experience in IT service desk or desktop support.
• Experience resolving hardware, software, and operating system issues for end users.
• Experience with enterprise IT ticketing systems such as ServiceNow.
• Experience with Windows operating systems, Active Directory administration, and desktop support.
• Experience supporting CAC-based authentication environments.
• Education Requirements: Bachelor’s degree from an accredited college or university in Computer Science, Information Technology, or a related field OR equivalent years of experience.

Required to Start:

• Certification Requirements: a Current IAT II Certification with ce designation is required to Start.
• Clearance Requirements: a Tier 3 (T3) Background Investigation required. Must obtain favorable suitability adjudication prior to commencement of duties., This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.

Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on “Top 50 Companies to Watch”, Washington Technology’s Annual “FAST 50”, and Inc. 500’s List of “Fastest Growing Private Companies”. The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.