IT Service Desk Specialist I

LinTech Global•Fort Belvoir, VA

2d•Onsite

About The Position

The IT Service Desk Specialist I provides entry-level, in-person front-line IT support to ATAMMC users at the Walk-In Center, greets users, creates support tickets, and resolves basic technical issues. This role supports a contract at the Defense Health Agency (DHA) GSP TO7 in ATAMMC, Fort Belvoir, VA.

Requirements

2+ Years of progressive experience in IT help desk or customer support.
Associate of Arts (AD)/Associate of Applied Science (AAS)/Military Training, and/or equivalent years of experience.
Experience providing customer-facing IT support including ticket creation and basic troubleshooting.
Experience with Windows operating systems and basic desktop support.
Strong customer service and communication skills.
A Current IAT I Certification is required to Start.
A Current/Active DOD Secret Clearance is required to Start.

Responsibilities

Greet and provide in-person support to users at the ATAMMC Walk-In Center.
Provide support including but not limited to creating support tickets, answering user questions, and assisting with account creation.
Manage all tickets within DHA ticketing system (ServiceNow), adhering to ATAMMC Service Catalog and performance metrics.
Handle ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
Communicate incident and request status to users.
Provide comprehensive desk-side and remote assistance to resolve hardware and software issues.
Provide on-site support for troubleshooting, configuration, patching, and installation of authorized hardware and software.
Assist users with CAC pin resets and support in-processing and out-processing of employees.
Support the lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.