Service Desk Technician

Empower AI: As a Service Desk Support Technician I, you will provide Tier 1 support for escalated hardware, network and/or software issues by end-users for the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) in the National Capital Region (NCR). You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of 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 all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required
• Maintaining ownership of service tickets throughout the life span of the support request
• Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems
• 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
• Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.
• Participating in workshops, seminars, or other events as required.
• Other duties as assigned by the Government, contract or supervisors in coordination with the SLA’s.

Requirements:

• Clearance (required at performance start date): active Secret security clearance
• High School degree
• 0-5 years IT experience
• Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

Preferred Education and Experience:

• ITIL v3 Foundations AND HDI Desktop Support Technician or A+ related certifications relevant to Service Desk support
• Hands-on experience working with BMC Remedy ticket systems
• Vendor certification in the technology being applied such as Microsoft MCP or Novell CNE
• Experience supporting PC hardware and software systems
• Prior work experience in a fast-paced DoD environment

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings