IT Service Desk Support Specialist

SDA Solutions LLC is seeking a dependable and customer-focused IT Service Desk Support Specialist to provide technical assistance in Quantico, Virginia.

This position supports a large enterprise IT environment, assisting end users located throughout the United States and internationally. The selected candidate will serve as an initial point of contact for technical support requests, troubleshoot common IT issues, and ensure incidents and service requests are accurately documented, resolved, or escalated., * Respond to incoming technical support requests and serve as an initial point of contact for end users.

• Diagnose, troubleshoot, and resolve Tier I hardware, software, operating system, and connectivity issues.
• Provide onsite and remote technical assistance for desktops, laptops, printers, mobile devices, peripherals, and other approved enterprise equipment.
• Troubleshoot Microsoft Windows operating systems and common desktop applications.
• Assist users with account access, password resets, network connectivity, and routine technical requests.
• Create, categorize, update, track, and manage incidents and service requests within the designated ticketing system.
• Maintain accurate documentation of troubleshooting steps, technical findings, actions taken, and resolution details.
• Escalate unresolved or complex technical issues to Tier II, Tier III, engineering, or other appropriate support teams.
• Follow up with users and provide timely status updates in accordance with established service-level agreements (SLAs).
• Assist with basic Active Directory user and group administration within authorized permissions.
• Support enterprise mobile devices, printers, peripherals, and other approved IT equipment.
• Troubleshoot basic networking and connectivity issues.
• Maintain a professional and positive customer experience when assisting users at varying technical skill levels.
• Follow established Department of Defense security requirements, customer procedures, and service desk processes.
• Participate in additional service desk and IT support activities as required.

We are looking for an individual who enjoys problem-solving, communicates effectively, and can manage multiple technical requests while providing responsive, professional customer service.

Candidates must possess an active Secret security clearance and CompTIA Security+ certification to be considered., * Active Secret security clearance.

• CompTIA Security+ certification.
• Experience providing technical support in a Help Desk, Service Desk, desktop support, or comparable IT environment.
• Strong customer service, interpersonal, and communication skills.
• Working knowledge of Microsoft Windows operating systems.
• Basic understanding of computer hardware, software applications, and peripheral troubleshooting.
• Basic understanding of networking concepts and connectivity troubleshooting.
• Ability to assess technical issues, gather relevant information, troubleshoot problems, and determine when escalation is necessary.
• Ability to manage multiple service requests, prioritize competing tasks, and maintain accurate ticket documentation.
• Ability to work effectively both independently and collaboratively within a technical support team.
• Strong attention to detail, organizational skills, and commitment to timely customer support.
• Ability to work onsite in Quantico, Virginia.

Education and Experience

• Bachelor’s degree in a technical, business, or related field preferred.
• Relevant technical experience, education, training, or certifications may be considered in lieu of a bachelor’s degree.
• Previous experience in a Department of Defense, federal government, enterprise Help Desk, or Service Desk environment is preferred.

Preferred Qualifications

• CompTIA A+, Network+, Server+, or other relevant IT certifications.
• Experience using BMC Remedy or comparable IT service management (ITSM) and ticketing platforms.
• Experience supporting Microsoft 365/O365 applications and environments.
• Basic knowledge of Active Directory, user accounts, groups, and permissions.
• Familiarity with ITIL principles, incident management, and service-level agreements.
• Experience supporting mobile devices and enterprise peripherals.
• Basic familiarity with command prompt, PowerShell, DNS, and common network troubleshooting tools.
• Previous experience supporting a Department of Defense customer.

• Health, dental, and vision insurance
• 401(k) retirement plan with employer matching
• Health savings account (HSA), subject to plan eligibility
• Employer-paid basic life insurance
• Paid time off and paid holidays
• Employee assistance program
• Professional development assistance
• Tuition reimbursement
• Employee referral program, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

License/Certification:

• CompTIA Security+ (Required)

Security clearance:

• Secret (Required)