IT Service Desk Specialist II

LinTech Global•Fort Belvoir, VA

3d•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 and serves as the primary escalation point for user-reported problems. It includes stagger/flex coverage and participation in the Customer Support Services On-Call/Call-Back rotation. Contract support hours are Monday through Friday, 0600–1800. The position is located at 9300 DeWitt Loop, Fort Belvoir, VA 22060. The specialist supports end users with hardware, software, operating system, and system issues through phone, email, Microsoft Teams, desk-side assistance, and remote support. The role manages tickets in ServiceNow, follows the ATAMMC Service Catalog and performance metrics, performs troubleshooting and triage, and escalates issues to Tier III when needed. It also includes on-site hardware and software troubleshooting, configuration, patching, and installation; support for critical-event root cause analysis; CAC PIN resets; employee in-processing and out-processing; IT asset lifecycle support; operating system and Active Directory administration; and maintenance of workstation and laptop security baselines. The specialist also maintains the Service Desk Issuance SOP and creates and manages ATAMMC Knowledge Base articles. A current IAT II certification with CE designation and a current/active DoD Secret clearance are required 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 end-user hardware, software, and operating system issues.
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 stagger/flex support during peak periods or reduced staffing.
Manage tickets in the DHA ServiceNow 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 lifecycle of IT assets through the DHA Life-Cycle-Management process.
Manage and sustain operating systems and provide Active Directory administration.
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.