Deskside Support Technician
About The Position
The Deskside Support Technician provides customer-focused end-user support to the Joint Service Provider (JSP) user community at the Pentagon. Working as part of a professional team, the technician assists users with hardware, software, network, desktop, laptop, and software installation issues, helping maintain their productivity and resolve critical IT needs. The work relies on diagnostic experience and judgment, along with established workflows and instructions, to investigate and resolve technical problems. The technician also documents, tracks, and monitors incidents and work orders to support timely resolution. The role includes supporting Service Desk operations, coordinating with IT support teams, using ITIL practices, and helping improve service quality, team performance, and staff development. The position requires a DOD-issued Secret clearance and up to 10% local travel.
Requirements
- At least five years of professional experience supporting PC hardware and software systems.
- Bachelor’s degree or equivalent; vendor certification in the technology being applied, such as Microsoft MCP or Novell CNE, may be considered.
- CompTIA Security+ certification.
- ITIL v3 Foundations certification.
- HDI Desktop Support Manager or A+ certification relevant to personnel roles and responsibilities.
- U.S. Department of Defense-issued Secret clearance.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to prioritize and execute tasks effectively in a high-pressure environment.
- Good written, oral, and interpersonal communication skills.
- Ability to research PC and software issues and products as needed.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and self-directed, with keen attention to detail.
- Team-oriented approach and ability to work collaboratively.
- Ability to sit and stand for long periods, ambulate throughout an office, stoop, kneel, crouch, or crawl as required, and repeatedly lift and carry up to 50 pounds.
Nice To Haves
- ITIL v3 Foundation certification is identified as preferred.
Responsibilities
- Provide technical support to system users and assist with customer inquiries.
- Assist in designing, analyzing, and maintaining complex enterprise infrastructure environments.
- Contribute to a working team role and support day-to-day Service Desk operations.
- Assist in developing performance measurements, goals, metrics, and reports using the current service desk platform.
- Facilitate feedback to team members on customer service, communication, and technical skills to improve support quality.
- Apply ITIL best practices to enhance and optimize services provided to end users.
- Prepare and provide regular Service Desk metrics reports.
- Support implementation of an enterprise knowledge base and apply knowledge management best practices.
- Coordinate with IT support teams to resolve incidents and problems, fulfill service requests, and advance continuous service improvement.
- Resolve customer issues or escalate them to appropriate support tiers.
- Work with management to assess staff performance, reviews, and changes.
- Assist in managing Service Desk resources for optimal performance.
- Assist with the professional and technical development of the team.
- Meet customer requirements for Service Desk performance.
- Document, track, and monitor incidents and work orders to ensure timely resolution.
Benefits
- Flexible time off benefit.
- Learning resources and learning and development opportunities.
- Healthcare benefits.
- Wellness benefits.
- Financial benefits.
- Retirement benefits.
- Family support benefits.
- Continuing education benefits.
- Time off benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
