Service Desk Technician

AMERICAN SYSTEMS•Mechanicsburg, PA

1d•$50,000 - $70,000

About The Position

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through strategic solutions in Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. The Service Desk Technician provides first-level support and problem resolution for users with software application issues, responding in person, by phone, or electronically. The role also assists with installing, troubleshooting, diagnosing, and resolving Windows servers and other computer-related equipment problems. The technician coordinates with customers, internal support staff, and technical support team leaders to manage assignments and communicate workload, milestones, delays, environment issues, and system or security changes.

Requirements

At least 1 year of experience in a Service Desk environment.
DoD 8570 certification, such as Security+ CE or equivalent.
Secret clearance.

Responsibilities

Provide first-level contact and problem resolution for users experiencing assigned software application problems.
Resolve user-reported problems to the extent permitted by expertise, using available tools and following support-case procedures and policies.
Respond to requests for technical assistance in person, by phone, or electronically.
Act as a liaison between customers and internal support staff to ensure accurate interpretation of problems.
Assist with installing, troubleshooting, diagnosing, and resolving Windows servers and other computer-related equipment problems to ensure functional operation.
Receive and process workload assignments from technical support division team leaders and/or a supervisor through the contractor lead.
Meet with the technical support team daily or as required to discuss new workload assignments, project milestones, unanticipated delays, development or production environment issues, and security or system changes before implementation.