Service Desk Technician

Sentar•Charleston, SC

About The Position

Sentar is proud to be an employee-owned company, fostering a culture of empowerment, collaboration, and innovation. Sentar is dedicated to developing the critical talent that the connected world demands to create solutions to address the convergence of cybersecurity, intelligence, analytics, and systems engineering. We invite you to join the team where you can build, innovate, and secure your career. Sentar is seeking a Service Desk Technician in Charleston! Role Description: As a Service Desk Technician, you are the first point of contact for all internal and external customer support requests. You are the frontline of our service delivery, responsible for managing the intake of all issues via our ticketing system. Your primary mission is to provide excellent customer service while meticulously documenting, categorizing, and triaging requests according to established procedures. You will resolve common issues using Standard Operating Procedures (SOPs) and are responsible for ensuring that every ticket is complete and properly routed, enabling the rest of the organization to operate efficiently. This role is critical to managing customer expectations and protecting engineering resources.

Requirements

Clearance Level: Secret with eligibility for upgrade to Top Secret (TS)
Must possess DoD 8570 IAT Level II and must possess DoD 8140 CSSP Auditor certification or being willing to get one within 120 days
Experience in a customer-facing IT support or help desk role.
Excellent communication skills, both written and verbal, with a focus on clear and professional interaction.
Strong attention to detail and a methodical approach to problem-solving.
Experience using an enterprise ticketing system (e.g., Jira, ServiceNow).
Ability to follow technical documentation (SOPs, DTPs) precisely.
Basic understanding of IT concepts (e.g., user accounts, networking, software installation).
This position requires a US Citizen.
Position may require up to 25% travel as needed
OCONUS travel may be required

Nice To Haves

Experience working in a 24/7 shift-based environment.
Familiarity with DoD operational environments.
Aptitude for learning new technologies and processes quickly.

Responsibilities

Monitor the ticketing queue, acknowledge all new requests in a timely manner, and ensure all required information is present.
Resolve Tier 1-level issues, such as account creations, password resets, and other requests with a documented SOP.
Correctly categorize all issues based on predefined types. Escalate tickets that cannot be resolved at Tier 1 to the appropriate team (Tier 2, Network Ops, etc.).
Serve as the primary communicator with the customer for the initial phase of an issue, providing status updates and gathering information.
Assist in identifying gaps in SOPs and provide feedback to the Tier 2 team for knowledge base improvement.

Benefits

Our unique ownership model attracts top talent, giving employees the freedom to take initiative and drive meaningful improvements.
In addition to cultivating a thriving and inclusive work environment, Sentar offers an extensive benefits package designed to support the well-being of employees and their families.
Employee ownership is the foundation of our culture, promoting participation, teamwork, and accountability while ensuring long-term financial security and a commitment to excellence.
Voluntary Medical, Dental, Vision, with Health Savings or Flexible Spending Plan options
Voluntary Life, Critical Illness, Accident, and Long Term Care insurance options
Group Term Life, Short-Term and Long-Term Disability is provided by Sentar to all qualifying employees
Generous 401(k) match
Competitive PTO plan that graduates quickly with years of service
Other leave programs; holiday schedule along with bereavement, maternity, jury and military duty
Mental health awareness programs
Tuition reimbursement
Professional development reimbursement
Recognition and Awards programs