Enterprise Service Desk Technician

The Enterprise Service Desk Technician(ESDT) provides customer service to 30,000+ Enterprise users to ensure account issues are identified and resolved promptly., * Delivers Tier 1, Service Desk Level I support consists of Creating tickets, performing initial troubleshooting, and documenting the steps to resolve an incident.

• Provide basic knowledge and support on the Microsoft operating system and common applications such as Office; diagnose and resolve client-level issues; and understand networking principles, hardware components and exchange, and the use of common ITSM and ITIL service support tools.
• Track assigned and created tickets through resolution.
• Identify and resolve computer system malfunctions and operational problems.
• Contribute to Knowledge Base (KB) articles after incidents are resolved.
• Contribute data and reporting to monthly metrics on service tickets.
• Provide customer satisfaction surveys when incidents are resolved.
• Identify and contribute to resolving recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed the service desk's capabilities to resolve.
• Monitor, comply with, and contribute to Standard Operating Procedures (SOP) documentation.
• Create user accounts using enterprise tools such as DRA (NetIQ).
• Provisioning Jabber accounts and VOIPs.
• Book AF gateways for VTC Bridging.

• High School Diploma with 2-5 years (or commensurate experience).
• MUST HAVE a verified DoD Top Secret clearance with SCI eligibility on day one.
• Experience with a service ticketing system, Service Now or Remedy.
• Must have current CompTIA Security+ CE certification.
• Good client management skills.
• Good oral and written communication abilities.

Salary Range: $54,000 to $57,000

Work Schedule: Primary hours will be Friday-Tuesday 10 am-6pm. Must be able to flex schedule based on mission needs.

• Health insurance
• Dental/Vision insurance
• Paid Time Off
• Short- and Long-Term Disability
• Life insurance
• 401k and match

Aleut Federal, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or genetics. In addition to federal law requirements, AF complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. AF prohibits workplace harassment based on race, color, sex, religion, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.