Service Desk Technician (Night Shift)

Vamonos IT-posted about 1 month ago
Full-time • Entry Level
Remote • Arlington, VA
11-50 employees
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Vamonos IT is seeking an experienced Service Desk Technician to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. It is the first line of IT support for the CISA environment supporting CISA end users, with a team of subordinate contractor staff reporting to the Team Lead. The TOC team responds to incident and service request tickets, providing support including but not limited to installation, setup, upgrade, and compliance of software, system applications, account activations and deactivation, and desktop tools. The team also escalates to higher lever tiers when the tier 1 cannot assist.

  • Provide remote computer support.
  • Owning, tracking and resolving Information Technology (IT) incidents and requests.
  • Fulfilling requests and resolving incidents on a daily basis to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO’s).
  • Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.
  • Responding to alerts and escalations and working with both end user and IT support groups to develop strategic solutions to recurring problems.
  • Providing Tier I basic troubleshooting support.
  • Providing knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Standard Operating Procedures (SOP’s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions.
  • Placing/Tracking trouble tickets to other CISA support groups.
  • Creating, modifying, or deactivating user accounts.
  • Developing and maintaining operational & knowledge management documentation in the Service Desk Tier 1 document management system.
  • Responding to all assigned calls and messages in order of priority and severity.
  • Serve as the contact for users via phone or email for all IT-related inquiries and incidents.
  • Identify and escalate more complex or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with all necessary information.
  • Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.
  • Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1).
  • High School Diploma with a minimum of 1 year of relevant experience.
  • Possess excellent verbal and written communication skills.
  • A proven track record of providing exceptional customer service.
  • Paid Federal Holidays
  • Health, Dental, and Vision insurance options
  • Simple IRA with matching
  • Robust Paid Vacation Policy
  • Continuing Education Assistance
  • Short Term Disability
  • Company provided life insurance
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