Service Desk Support Technician

SCI is a Maryland-based small-business federal contracting firm with a focus on helping government agencies implement their most critical IT initiatives. Founded in 1997, SCI employs over 100 professionals. We have a deep commitment to ensuring quality and customer satisfaction with a mature corporate infrastructure, strong management and quality practices. SCI is headquartered in Vienna VA, and has office locations in Rockville MD, Vienna VA, and Alexandria VA. SCI is a SEI/CMMI ML 3 and ISO 9001:2008 registered company. We offer excellent benefits and salary packages including Paid Time-Off, 401K, medical/dental/short-term & long-term disability insurance for all full time employees.

If you are an individual applying for this position, we can consider SCI employment or contract position (1099/C2C). If you are a recruiting company applying for this position, we prefer the candidate to be your employee. We discourage additional layers between SCI and the candidate. Candidates must be willing to attend personal interviews with SCI as well as the client.

Position : Service Desk Support Technician for our Federal Client located in

Washington DC.

The Service Desk Support Tech provides support for basic incident resolution and requests reported to the Enterprise Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

The Service Desk Support Tech is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff.

Problems beyond the scope of their ability or responsibility are resolved by engaging Tier 2/3 support.

Key Tasks and Responsibilities:

– To provide 24/7 Tier 1 service desk support, either in person or remotely, to requests for end user technical assistance.

– Member of a Team of 4 (including the Lead), provides after hours and on-call support as needed.

– Diagnose and resolve hardware and software issues following standard help desk procedures. Identify gaps in existing procedures and support efforts to refine existing processes.

– Log all help desk interactions using enterprise ticketing system.

– Provide daily and monthly service desk reports summarizing service desk calls and activities

– Research issues using available information resources and identify and redirect tickets requiring Tier 2/3 support attention to the correct resource

– Track all problems and requests (including those redirected to Tier 2/3 support) to completion and document resolutions

– Inform management of urgent and/or recurring problems in a timely manner

– Stay current with system information, changes and updates

Experience:

– Minimum 2 years’ experience working in a Tier 1 service desk support capacity

– Demonstrated ability to learn customer support processes and techniques.

– Related experience and training in troubleshooting and providing help desk support

Education:

High School Diploma or higher

Certifications:

MCP Certification Required

A+ Certification Required