IT Service Desk Specialist II

LinTech Global•Fort Belvoir, VA

1d•Onsite

About The Position

Dexian Government Solutions is recruiting an IT Service Desk Specialist II to support its contract at the Defense Health Agency (DHA) GSP TO7 in ATAMMC, Fort Belvoir, Virginia. The role provides intermediate help desk support, serves as the primary escalation point for user-reported problems, provides staggered or flexible coverage, and participates in the Customer Support Services On-Call/Call-Back rotation. The work location is 9300 DeWitt Loop, Fort Belvoir, VA 22060. Contract support hours are Monday through Friday, 0600–1800. The specialist supports end users with hardware, software, and system issues through phone, email, Microsoft Teams, desk-side assistance, and remote support. The position manages tickets in ServiceNow through troubleshooting, triage, escalation, and resolution; supports root cause analysis for critical events; and provides on-site configuration, patching, and installation of authorized hardware and software. Other duties include CAC PIN resets, employee in-processing and out-processing, IT asset lifecycle support through DHA’s Life-Cycle-Management process, operating system support, Active Directory administration, maintaining workstation and laptop security baselines, updating the Service Desk Issuance SOP, and maintaining knowledge-base articles. Applicants must have a current IAT II certification with CE designation and an active DoD Secret clearance to start. The role also requires customer approval and successful completion of a pre-employment background screening.

Requirements

At least 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 such as ServiceNow.
Experience with 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.
Customer approval and successful completion of a pre-employment background screening.

Responsibilities

Provide technical assistance to end users for hardware, software, and system issues by phone, email, or Microsoft Teams.
Serve as the primary contact and escalation point for user-reported computer problems, from basic to highly complex.
Provide staggered or flexible support during peak times or periods of reduced staffing.
Manage tickets in the DHA ServiceNow ticketing system in accordance with the ATAMMC Service Catalog and performance metrics.
Manage the ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
Provide desk-side and remote assistance to resolve hardware and software issues.
Support root cause analysis for critical events.
Provide on-site troubleshooting, configuration, patching, and installation of authorized hardware and software.
Assist users with CAC PIN resets and support employee in-processing and out-processing.
Support the IT asset lifecycle through the DHA Life-Cycle-Management process.
Manage and sustain operating systems and administer Active Directory.
Maintain workstation and laptop security baselines.
Maintain and update the Service Desk Issuance SOP.
Create and manage articles in the ATAMMC Knowledge Base.
Participate in the Customer Support Services On-Call/Call-Back rotation.