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 team, the technician assists users with hardware, software, network, desktop, laptop, installation, and other IT issues. The role uses diagnostic experience, judgment, and established workflows to research and resolve technical problems, while documenting, tracking, and monitoring incidents and work orders through timely resolution. The technician also supports Service Desk operations by contributing to performance measurements and reporting, applying ITIL practices, coordinating with other IT support teams, and helping improve service quality and team capabilities. The position requires a U.S. Department of Defense Secret clearance and allows 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 certifications in the relevant technology, such as Microsoft MCP or Novell CNE, may be considered.
- CompTIA Security+, ITIL v3 Foundations, and HDI Desktop Support Manager or A+ certifications 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 required.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Team-oriented, with the 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 for system users.
- Assist in designing, analyzing, and maintaining highly complex enterprise infrastructure environments.
- Assist with customer inquiries and serve as a working member of the team.
- Help develop performance measurements, goals, metrics, and reports using the current service desk platform; facilitate team feedback on customer service, communication, and technical skills.
- Use ITIL best practices to enhance and optimize services provided to end users.
- Complete and provide regular Service Desk metrics reports.
- Support implementation of an enterprise knowledge base and application of knowledge management best practices.
- Coordinate with IT support teams to resolve customer incidents and problems, fulfill service requests, and implement continuous service improvement initiatives and methods.
- 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 support timely resolution.
Benefits
- Flexible time off benefit.
- Learning resources and learning and development opportunities.
- Competitive compensation.
- Healthcare benefits.
- Wellness benefits.
- Financial and 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
