back to blog

Service Desk Technician

Digicon is a leading and innovative IT service provider with more than 30 years of experience delivering groundbreaking IT and scientific solutions to federal and commercial clients alike. We are seeking to hire a full-time service desk technician. You must be a US citizen.

Description of Project & Specific Duties of Position:

The service desk technician will be working in a fast-paced environment that supports several thousand users, and will report to the program manager for the contract. The service desk technician will:

  • Support desktops/laptops, printers, and mobile devices for users
  • Provide telephone and remote support for various field offices using SCSM for ticketing and SCCM for remote tools
  • Perform troubleshooting and problem analysis to resolve incidents with hardware, software, and the network
  • Communicate and escalate technical issues that cannot be resolved at the service desk to desk-side technicians or solver groups
  • Accurately and thoroughly document all incidents in the tracking system; determine priority based on problem information, documented guidelines, and sound judgment
  • Ensure adherence to SLAs
  • Promote a positive culture of good communication, customer care, and shared technical expertise    

Skills and Experience Required (mandatory skills in order of priority):

  • One or more years of experience working a service desk, with excellent communication and customer service skills
  • Experience with Windows 10 (1+ years of experience)
  • Experience with Microsoft Office Suite tools
  • Knowledge of desktop hardware troubleshooting and component-level replacement
  • Must be process-oriented and able to multitask
  • Must have the will and stamina to adapt and learn quickly
  • Must be able to pass background check (similar to Public Trust)

Education/Training/Certifications Required:

  • Associate degree with 1 year of IT operations work experience, or 2 years of IT operations work experience, is required

  • Microsoft Certified Professional (MCP) or higher in Windows 10
  • Microsoft Certified Professional (MCP) in Microsoft Office 365
  • Note: CompTIA A+ certification will be accepted in lieu of Microsoft certifications; however, the MCP certifications must be obtained within 180 days of hire.

Additional Skills and Experience Desired (in order of priority):

  • Windows certification, Microsoft Office certification, or other related technical certifications
  • Experience with Active Directory in a Windows 2012 and Windows 2016 environment
  • Experience in hosted environments is a plus
  • Microsoft Exchange experience
  • Incident management or IT help desk ticketing system(s) experience
  • IT monitoring systems experience
  • Experience with supporting Cisco products, Apple iOS, and Android OS

Interested in applying for the service desk technician position? Click here to apply!

Get a free consultation

Contact Form - Subpage Sidebar