Junior Service Desk Technician

As a Service Desk Technician, you will help ensure today is safe and tomorrow is smarter. This role provides face-to-face and remote Tier 1 and Tier 2 incident resolution to customers with hardware, software, and application problems across NIPRNet, Coalition Networks, and SIPRNet enterprise networks., Service Desk and Incident Resolution

• Serve as the first point of contact for the IT Enterprise, resolving user issues quickly and efficiently to minimize operational disruptions.
• Provide face-to-face and remote Tier 1 and Tier 2 incident resolution for hardware, software, and application problems.
• Enable seamless IT operations by troubleshooting hardware, software, and system issues across a large infrastructure.
• Monitor, track, and resolve service requests efficiently.

Account and Access Support

• Support end-user productivity through Tier 1 Active Directory services, including account creation, password resets, and access management.
• Facilitate smooth onboarding and offboarding, ensuring accounts and permissions align with organizational and security requirements.

System Deployment and Operational Readiness

• Contribute to operational readiness by supporting system deployments.
• Validate configurations.
• Perform initial troubleshooting.

Escalation and Cross-Team Collaboration

• Strengthen cross-team collaboration by escalating issues appropriately.
• Coordinate with technical teams.
• Share knowledge to drive faster resolution.

Documentation and Continuous Improvement

• Maintain accurate documentation to support compliance, reporting, and continuous improvement of IT service delivery.
• Maintain accurate asset records and service logs.
• Contribute to team learning, process improvement, and the development of standard operating procedures., * Provide reliable support during off-hours, weekends, and holidays, ensuring uninterrupted IT service for all end-users.

Do you have experience in Communication skills?, * 1+ years of related experience.

• Experience providing remote troubleshooting and support for desktops, laptops, and software applications.
• Familiarity with ticketing systems and IT asset management tools., * Proficiency in Tier 1 Active Directory tasks, including account creation, password resets, and user access management.
• Knowledge of networking concepts, system configurations, and IT hardware lifecycle processes.
• Strong problem-solving skills with the ability to analyze, diagnose, and resolve technical issues efficiently.
• Excellent communication and interpersonal skills to collaborate effectively with end-users, IT teams, and stakeholders.
• Ability to work independently and prioritize tasks in a fast-paced, high-volume support environment.
• Attention to detail and commitment to maintaining accurate documentation, asset records, and service logs.
• Flexibility and adaptability to support changing technologies, operational priorities, and shift schedules, including evenings, weekends, and holidays.
• Proactive approach to knowledge sharing, contributing to team learning, process improvement, and the development of standard operating procedures.
• Professionalism and customer service focus to ensure positive end-user experiences., * Active Secret DoD Clearance or above, with willingness and ability to obtain Top Secret Clearance., * Bachelor’s degree with a focus in computer science, engineering, or a related field of study.
• Microsoft certifications.
• ITIL 4 Foundation Certification.