Service Desk Representative

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.