Service Desk Technician

Service Desk Technician Location: Onsite
Work Type: Onsite
Remote Work: NO
Job Description
Gridiron IT is seeking a Service Desk Technician Responsible for collection of incident information through customer conversation, and self-service support tools. Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems.
Responsibilities:

• As a Service Desk Technician, you are responsible for collection of incident information through customer conversation, and self-service support tools.
• You will conduct initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
• Executes against established Service Level Agreements (SLA).
• Documents resolutions and updates self-help and staff knowledge bases.
• Alerts management to recurring problems and patterns of problems. Responsibilities:
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies.
• Communicates promptly on progress and engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to appropriate team.
• Defines and classifies level, priority and nature of problem, request and/or issue.
• Responsible for opening, tracking, and closing trouble tickets.
• Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned.
• Active Directory account management and RSA token provisioning.

Required Qualifications

• Requires basic job knowledge of systems and procedures obtained through prior work experience or education.
• Preferably has 3 years of experience. May require vocational or technical education in addition to related work experience.
• Proficiency with Windows 11 operating system.
• Experience and knowledge of installation, configuration, and troubleshooting of computers.
• Knowledge of help desk call tracking management systems; ServiceNow desired.

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Requires Secret Clearance.
Compensation and Benefits
Salary Range: $18-$25/hr (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)

Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.