Position: Service Desk

Job type: 




Start Date: 

MAY 24, 2019




We have an opening for two Service Desk Technicians (Tier I/II) to work in the Federal Sector supporting a Federal Contract. This role requires prior experience supporting Service Desk and Desktop Support operations. Will be supporting approximately 1000 end-users operating in a mixed Windows Desktop thick and thin client environment. 


Support with include, but not limited to: 

  • Diagnose, troubleshoot and resolve Microsoft Windows (Windows 7 & 10) hardware and software problems.

  • Install and configure new PC hardware and software on desktops and peripherals such as printers, external drives and other related hardware.

  • Develop, prepare, ests and deploy hard drive images and be capable of supporting users in a virtual desktop environment.

  • Supervises operation of Service Desk and serves as central point of contact for all customer concerns.

  • Develop, document and effectively communicate job processes, procedures and techniques.

  • Responds to and diagnoses problems through discussion with users; 

  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

  • Interact professionally with clients exhibiting strong customer service skills. 

  • Provides support to end users on a variety of issues.

  • Responds to telephone calls, email and personnel requests for technical support.

  • Documents, tracks, and monitors the incident/problem/task to ensure a timely resolution.

  • Provides first and second‐tier support to end users for either PC, operating system or hardware.

  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

  • Clearly communicate technical concepts to non-technical staff and customers.

  • Recommends systems modifications to reduce user problems.

  • Experience with ticketing system such as BMC Footprints to create and close tickets 

  • Be able to create documentation such as job aids and SOP’s

  • ITIL Foundations experience such as incident and problem management

  • Work with Tier III support team to resolve incidents/problems

  • Any relevant Solarwinds experience is a plus


Minimum TS 



  • ITIL v3 Foundations Certification

  • Network+ Certification

  • Security+ Certification

  • Windows Active Directory Experience

  • US Citizen and Top Secret with SCI Eligibility Required

Scott Staib, Senior Recruiter

(o) 804-527-5295
(c) 804-432-0796