Service Desk Technician bei MKS2 Technologies
MKS2 Technologies · Dahlgren, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Dahlgren
MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.
Service Desk Technician
Salary: $80,000 - $86,000 upon conversion
This position will serve as the initial customer interface for all local IT issues associated with hardware, software, and accounts, recording information in the ITSM system, assigning ticket priority, and submitting support tickets on behalf of the user when necessary.
Work Location: Completely on-site in Dahlgren, VA.
Basic Required Qualifications and Skills:
- At start date, must possess CompTIA Security+CE or higher certification to meet IAT Level II requirements.
- Three (3) to seven (7) years of help desk experience or related technical field experience.
- Maintain technical and management certifications as per DoDM 8140.03
- Compliance with DoD and Command’s Cybersecurity Policies.
- Experience with the following:
- Computer set-up, configuration, and troubleshooting
- MS Office, Adobe, authorized Web Browsers
- Incident management process and its application
- Detail-oriented and highly organized, with excellent written and oral communication skills.
- Excellent interpersonal skills for dealing with diverse military and civilian stakeholders.
- Successful completion of the privileged user account exam.
- Please note that pursuant to a government contract, this specific position requires U.S. Citizenship.
- All applicants must have current DoD TS/SCI clearance eligibility day one and prior to entry on duty.
Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:
- Provide walk-in and live, on-site telephone coverage during normal service hours.
- Answer customer telephone calls and emails to the service desk during normal service hours.
- Record any additional information obtained from the user in the ITSM system.
- Provide users with a ticket number via email if/when the user does not submit a ticket for support.
- Perform initial diagnosis and analysis of incidents and provide immediate resolution and recovery when possible; or facilitate effective hand-off escalation of incidents as needed.
- Utilize knowledge of software associated with the Standard Desktop Configuration (MS Office, Adobe, and current authorized Web Browsers).
- Provide in-depth and high-level on-site telephone support to the end-user community on problems, questions, and use related to hardware, software, and networks, and dispatching field engineers from the appropriate team when applicable.
- Set up, configure, use, and troubleshoot classified systems and networks.
- Utilize automated help desk management systems for efficient support operations.
- Ensure compliance with Department of Defense and Command’s Cybersecurity policies and processes.
- Other duties as assigned.
Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
