Systems Admin/Service Desk Technician

Overview:

Spathe is currently searching for a Service Desk Technician to join our team in the Fayetteville, NC area.

Spathe Systems is a rapidly growing SOF led, 8(a) defense contractor headquartered in Tampa, FL with offices in Fayetteville, NC and strategic partner locations in Virginia Beach and Coronado. As a small business with a tight knit family feel, Spathe empowers its employees to solve problems and make decisions.

Job Title: 

Service Desk Technician 

Job Description: 

The Service Desk Technician is the primary point of contact for all customers.  This person will be responsible for initial troubleshooting, identification, and diagnosis of problems.  This person will be required to report issues and keep accurate documentation of process and procedures.  This position requires an individual to keep a professional demeanor and helpful attitude at all times. 

Job Requirements: 

• Act as the point of contact to support service users and customers reporting issues, requesting information, access and other services 
• Instant Messaging along with expertise in electronic mail (Outlook), chat, and video teleconferencing 
• Troubleshoot, identify and diagnose issues and problems 
• Advise users on appropriate course of action 

• Escalate unresolved problems to higher level support technician 
• Records and tracks issues from outset to conclusion via ticketing systems for metrics. 
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution 
• Thin Client technology and Virtual Desktop Infrastructure 
• Directory Services/Domain Name Service (DNS) 

• Basic knowledge of networking /software/hardware and protocols 
• Active Directory 
• Public Key Infrastructure (PKI)/Certificate Authority Services 
• Customer Relationship Management (CRM) 

Education/Certification Requirements: 

• HS/GED and 6 years’ experience  
• Associates Degree and 4 years’ experience  
• Bachelor’s Degree and 2 years’ experience 
• ITSM IAT Level II Certification 

• Ability to develop new concepts and processes. 
• Analyze root causes and resolves issues. 
• Can perform all tasks of Tier 1 and 2 technicians or specialists. 
• Works individually, actively participates on integrated teams, and may also lead a task, project or team. Able to take or ask for guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. 

Job Type:

• Full-time

Work Location:

• One location – Fort Liberty, NC

Travel:

• Up to 20% travel during the year.

Benefits:

• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• 11 paid holidays per year

IMPORTANT NOTICE:  
This position requires the ability to obtain and maintain a Top Secret with access to Sensitive Compartmented Information (SCI) and/or any other necessary programs.  

U.S. Security Clearance.  

U.S. Citizenship status is required as this position needs an active U.S. Security Clearance for employment. The Department of Defense Consolidated Adjudications Facility (DoD CAF), a federal government agency, handles the adjudicative aspects of the security clearance eligibility process for industry applicants. Adjudicative factors which affect the outcome of the eligibility determination include, but are not limited to, allegiance to the US, foreign influence, foreign preference, criminal conduct, security violations and illegal drug use.