IT Service Desk Specialist III

• The IT Service Desk Specialist III independently performs all help desk support tasks, supervises and trains junior Contract IT Support Desk Specialists, and provides advanced troubleshooting support at this specific support location.
• This role utilizes advanced troubleshooting techniques and diagnostic tools to identify root causes and implement effective solutions.
• Contract Support Hours: Monday-Friday, 0700-1500, * Supervise and train junior Contract IT Support Desk Specialists and independently perform all help desk support tasks for a specific Support Location.
• Provide customer service (verbal and written responses to staff interactions).
• Provide technical assistance and support to end-users for hardware, software, and system issues.
• Act as the primary contact and escalation point for resolving user-reported computer problems, from basic to highly complex.
• Utilize advanced troubleshooting techniques and diagnostic tools to identify the root causes of technical issues.
• Collaborate with other technical teams as needed to resolve complex problems.
• Document all troubleshooting steps and resolutions in the designated ticketing system to contribute to knowledge sharing.
• Manage all tickets within DHA ticketing system (ServiceNow), adhering to ATAMMC Service Catalog and performance metrics.
• Handle 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 lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.
• Manage and sustain operating systems and provide Active Directory (AD) administration.

• 6+ Years of progressive experience in IT service desk or desktop support.
• Bachelor's degree in Computer Science, Information Technology, or a related field and/or equivalent years of experience.
• Experience supervising and training IT support desk staff.
• Experience resolving moderate to highly complex hardware, software, and system issues.
• Experience with enterprise IT ticketing systems such as ServiceNow.
• Experience with Windows operating systems and Active Directory administration.
• Experience supporting CAC-based authentication environments.
• DoD Cyber Workforce Framework (DCWF) proficiency level: Advanced. Cyber Role Designation: 411 - Technical Support Specialist - Advanced.

Required to Start:

• Certification Requirements: an IAT III Certification is required to Start.

• Example: CompTIA CASP+, (ISC)² CISSP is required to Start.

• Clearance Requirements: a NACLC is required to Start

Pulled from the full job description

• Referral program
• AD&D insurance
• Health insurance
• 401(k) matching
• Paid time off
• Paid sick time
• Disability insurance, 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.