Service Desk Support Technicians Level 1

Summit Technologies Inc. has potential opportunities for Service Desk Support Technicians Level 1. As a Service Desk Support Technician I, you will provide Tier 1 support for hardware, network and software issues in the National Capital Region. This position is located onsite in Arlington-Alexandria, VA and requires an active DoD Secret security clearance.

Duties and Responsibilities:

• Answering helpdesk calls and responding to voicemails in a timely manner.
• Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements.
• Evaluating, prioritizing, solving, and escalating tickets or correcting the assignment of tickets.
• Maintaining ownership of service tickets throughout the life span of the support request.
• Updating and maintaining service work notes.
• Establishing a high level of personal credibility and building strong relationships.
• Consulting with immediate supervisor or higher-level IT specialists on possible solutions
• Coordinating with technicians to provide status updates to outstanding tickets.
• Collaborating and following up with technicians to resolve requests and provide status updates on outstanding support tickets.
• Providing updates, status, and completion information to management.
• Participating in workshops, seminars, and other required events.

Required Skills and Experience:

• Hands-on experience working with BMC Remedy ticket systems.
• Experience supporting PC hardware and software systems.
• Experience working in a DoD environment.
• Strong interpersonal and communication skills (verbal and written).

Education Requirements:

• High School degree

Certification:

• DoD 8570 IAT Level II certification (CCNA Security, CySA+, Security+ CE, etc.)
• ITIL v3 Foundations and HDI Desktop Support Technician or A+ related certification preferred.

Security Clearance:

• Active Secret security clearance

If you feel you are qualified and want to be considered for this position, please supply the following to: jugnwesdb4efm6tmsiwnsdxoue@crelate.net , and please put the job number ‘6635' in the subject line:

• Updated resume including MM/YYYY for each employer.
• Best times/dates to interview (plus phone # you can best be contacted at).
• Availability to start once given formal offers.
  

Summit Technologies Inc. appreciates your interest. We will contact the best matching prospects and will consider you for future opportunities. We will not submit your resume without your prior knowledge and consent. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.