Tier II Service Counter Technician - 1st Shift (Mid-Level)

As the Service Counter Technician - 1st Shift (Mid-Level) you will act as a model of customer service excellence to all organizational staff members in the 6.4 Tier II Desk Side & Remote Support (OPTIONAL) as part of DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract . You will be responsible for providing Tier II walk-in service counter support to J6 users during first shift hours, resolving hardware and software issues, processing equipment exchanges, and ensuring rapid turnaround of end-user IT requests at the Pentagon service counter .

Highlights of Responsibilities:

• Provides Tier II walk-in service counter support to J6 users during first shift hours, resolving hardware, software, and connectivity issues.

• Processes equipment e xchanges, device requests , a nd h ardware replacements at the service counter in accordance with J6 asset management procedures.

• Diagnoses and resolves desktop, laptop, and peripheral issues for walk-in customers, escalating complex issues to deskside or Tier III teams as needed.

• Documents all service counter interactions in ServiceNow, ensuring accurate records of issues, actions taken, and resolutions.

• Maintains the service counter inventory of spare parts, loaner equipment, and consumables.

• Processes DD Form 1150s for equipment issuances and turn-ins at the service counter.

• Coordinates with the imaging team for device reimaging and deployment requests.

• Maintains a clean, organized service counter environment and professional appearance during all customer interactions.

• Supports first shift coverage requirements and participates in shift handoff procedures.

• Assists with break-fix repairs, hardware upgrades, and software installations for walk-in users.

• Shall possess at the time of award a Secret security clearance

• Strong customer service orientation.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Good written, oral, and interpersonal communication skills.

• Ability to conduct research into PC and software issues and products as required .

• Ability to present ideas in business-friendly and user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Team-oriented and skilled in working within a collaborative environment.

Education and Experience:

• Required Education: Bachelor's degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.

• Required Experience: 2 to 5 years of professional experience supporting a similar role.

• Experience supporting a DoD or J6 customer is a plus.

• Certification:

• ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician

• Preferred:

• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator

Physical Requirements:

This position requires the ability to perform the below essential functions

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