IT Service Desk Specialist III
LinTech Global•Dumfries, VA
•Onsite
About The Position
Dexian Government Solutions is recruiting for an IT Service Desk Specialist III to support our contract at the Defense Health Agency (DHA) GSP TO7 at DFHCC in Dumfries, VA. This role independently performs all help desk support tasks, supervises and trains junior Contract IT Support Desk Specialists, and provides advanced troubleshooting support at this specific support location. This role utilizes advanced troubleshooting techniques and diagnostic tools to identify root causes and implement effective solutions.
Requirements
- 6+ 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 supervising and training IT support desk staff.
- Experience resolving moderate to highly complex hardware, software, and system issues.
- Experience with enterprise IT ticketing systems such as ServiceNow.
- Experience with Windows operating systems and Active Directory administration.
- Experience supporting CAC-based authentication environments.
- DoD Cyber Workforce Framework (DCWF) proficiency level: Advanced. Cyber Role Designation: 411 - Technical Support Specialist - Advanced.
- An IAT III Certification is required to Start (Example: CompTIA CASP+, (ISC)² CISSP).
- A NACLC is required to Start.
- Customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.
Responsibilities
- Supervise and train junior Contract IT Support Desk Specialists and independently perform all help desk support tasks for a specific Support Location.
- Provide customer service (verbal and written responses to staff interactions).
- Provide technical assistance and support to end-users for hardware, software, and system issues.
- Act as the primary contact and escalation point for resolving user-reported computer problems, from basic to highly complex.
- Utilize advanced troubleshooting techniques and diagnostic tools to identify the root causes of technical issues.
- Collaborate with other technical teams as needed to resolve complex problems.
- Document all troubleshooting steps and resolutions in the designated ticketing system to contribute to knowledge sharing.
- 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.
- Provide comprehensive desk-side and remote assistance to resolve hardware and software issues.
- Support root cause analysis for all critical events.
- 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.
- Manage and sustain operating systems and provide Active Directory (AD) administration.
Benefits
- Open Paid Time Off
- 11 Federal Paid Holidays & 5 Paid Sick Days
- Company-paid Life/AD&D
- Company-paid Short Term and Long-Term Disability
- Health Insurance with Company Contribution
- 401k Plan with Company Match
- Employee Recognition Program
- opportunity for Employee Referral Bonus
- opportunity for annual Performance Bonus
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What This Job Offers
Job Type
Full-time
Career Level
Senior
