IT Service Desk Specialist II

Dexian Government Solutions is hiring an IT Service Desk Specialist II to provide intermediate help desk support and serve as the main escalation point for user issues supporting the Defense Health Agency (DHA) at Fort Belvoir, VA.

Responsibilities

• Provide technical assistance to end-users for hardware, software, and system issues via phone, email, or MS Teams
• Serve as the primary escalation point for resolving user-reported computer problems, from basic through highly complex cases
• Provide stagger/flex support during peak demand or periods of reduced staffing
• Manage and maintain tickets in the DHA ticketing environment using ServiceNow, aligned with the ATAMMC Service Catalog and performance metrics
• Support the ticket lifecycle including troubleshooting, triage, and escalation to Tier III
• Deliver desk-side and remote assistance to resolve hardware and software issues
• Perform root cause analysis for all critical events
• Provide on-site support for troubleshooting, configuration, patching, and installation of authorized hardware and software
• Assist with CAC pin resets and support employee in-processing and out-processing
• Support IT asset lifecycle activities using the DHA Life-Cycle-Management (LCM) process
• Maintain and sustain operating systems and provide Active Directory (AD) administration
• Maintain and update workstation and laptop security baselines
• Maintain and update the Service Desk Issuance SOP
• Create and manage articles in the ATAMMC Knowledge Base
• Participate in On-Call/Call-Back rotation for Customer Support Services

Requirements

• 4+ years of progressive experience in IT service desk or desktop support
• Bachelor’s degree in Computer Science, Information Technology, or a related field and/or equivalent years of experience
• Experience resolving hardware, software, and operating system issues for end users
• Experience with enterprise IT ticketing systems, including ServiceNow
• Experience supporting Windows operating systems, Active Directory administration, and desktop support
• Experience supporting CAC-based authentication environments
• Current IAT II certification with ce designation required to start
• Current/Active DoD Secret Clearance required to start

Technologies

• ServiceNow
• MS Teams
• Windows operating systems
• Active Directory (AD)
• CAC-based authentication environments
• DHA ticketing system
• DHA Life-Cycle-Management (LCM) process
• ATAMMC Knowledge Base
• ATAMMC Service Catalog

Benefits

• Open Paid Time Off
• 11 Federal Paid Holidays & 5 Paid Sick Days
• Company-paid Life/AD&D
• Company-paid Short Term and Long-Term Disability
• Health Insurance with Company Contribution
• 401k Plan with Company Match
• Employee Recognition Program
• Opportunity for Employee Referral Bonus
• Opportunity for annual Performance Bonus
• 401(k) and 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Location and Schedule

• Work location: In person
• Address: 9300 DeWitt Loop, Fort Belvoir, VA 22060
• Ability to commute: Fort Belvoir, VA 22060 (Required)
• Contract support hours: Monday-Friday, 0600-1800

Pay and Certifications

• Salary: $55,000.00 - $65,000.00 per year
• License/Certification: CompTIA Security+ (Preferred)