Job Details
Overview
VTG is looking for a Service Desk Representative in Vienna, VA, to provide Tier 1 and Tier 2 Technical Services. The Service Desk Representative is first shift, working 6:00 AM to 2:00 PM, Monday through Friday. It is 100% onsite.
What will you do?
The Service Desk Representative is responsible for performing daily operations of the service desk as a part of the service desk team.
* Providing answers to general IT-related questions.
* Managing the customer's ticketing queue.
* Tier 1-2 troubleshooting.
* Solving issues such as password resets, RSA tokens, or PKI certifications.
* Notifying users of service disruptions.
* Implementing technical refresh of user equipment, to include workstations, monitors, switch boxes and card readers.
* Provide information to customer logistics for (all equipment which requires inventory transactions when moved or decommissioned.
* Maintaining accurate records for shelf stock and notifying the government when inventory reaches reorder points.
* Imaging workstations to the latest operating systems.
* Installing COTS software.
* Installing virus updates on stand-alone systems.
* Supporting hourly monitoring checks and escalating issues to the appropriate solver team.
* Receiving and troubleshooting calls from international and remote users for issue resolution.
* Escalating issues to the customer that require more advanced technical knowledge.
* Troubleshooting hardware issues on workstations, printers and other peripherals to include assessing system health, replacing components and submitting warranty claims with the vendor.
Do you have what it takes?
* Top Secret clearance is required.
* Must be able to obtain a TS/SCI Poly Clearance level.
* 4 years experience required in IT, preferred.
* Ability to perform Tier I and II troubleshooting, Resolve issues such as password resets, RSA tokens, or PKI certifications.