Help Desk Support II

Location
Washington, DC
Posted
Jul 20, 2021
Closes
Jul 29, 2021
Ref
9102
Hours
Full Time
Clearance Required:

Public Trust

Education Required:

HS/GED

US Citizenship:

Why MIL?

MIL is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you. Whether you're fresh out of college or the military or well into your professional services career, MIL has great job opportunities that might be right for you.

Here at The MIL Corporation, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here, and it truly shows through our various recognitions & awards. Some of our most recent awards include:
  • 2020, 2019, 2018, & 2017 Top Workplaces Award, The Washington Post (Washington, D.C.)
  • 2020, 2017 Top Workplace Award, Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine (South Carolina)
  • 2019 & 2018 Certified Great Workplace, Great Place to Work®
  • 2018 Fortune, Great Place to Work: Best Place to Work for Diversity
  • 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, The MIL Corporation welcomes you. Become a part of something greater, where you, the people, make the difference.

Summary

The MIL Corp is seeking Tier 1 Service Desk Technicians for full-time positions as part of an ongoing contract in Washington DC near Farragut West metro station. These available openings may require the ability to work until 10 pm in the evening.

Responsibilities
  • Tier 1 technicians provide customer service support during one of three 8-hour shifts, by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals
  • Manage service requests, escalating as appropriate with follow up to resolution.
  • Provide FCR first call resolution to commonly known issues
  • Log calls and issues into the incident management system (ServiceNow), and escalates calls and issues to other support Teams when necessary
  • Does not require overnight on-call rotation
  • Provide Account Management support modifying profiles, setting up accounts, creation and modifications of distribution lists, security groups and email contacts
  • Assists in providing Documentation support creating and updating technical and standard operating procedures

Required Qualifications
  • Ability to attain and maintain a federal security clearance
  • Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment
  • Experience working in a dynamic environment and producing quality work with demanding timelines
  • Knowledge of networking, Windows 7 and 10
  • Must be detail oriented, particularly when multitasking
  • Knowledge of network printer troubleshooting
  • Ability to develop alternative solutions to solve Tier 1 technical problems
  • Excellent verbal and written communication skills in the English language
  • Pleasant, professional, and courteous personality
  • Excellent administrative skills: organized, efficient, and versatile
  • Experience modifying access to shared drives; working with Remote Access and mobile devices
  • High school degree or equivalent with a minimum of two (2) years of related experience

Desired Qualifications
  • Experience with the ServiceNow Workflow product
  • HDI Customer Service Representative Certification (HDI-CSR)
  • ITIL Foundations 2011 (v4), Security+, A+ certifications and/or other relevant certifications
  • 2+ years related experience working on civilian federal government agency contract(s)
  • Associates degree/minimum two (2) years college in related field or equivalent
  • Ability to train others
  • Current, active Public Trust or Secret clearance highly desirable

Education

HS Diploma/GED

Clearance

Public Trust

The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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