Service Desk Technician Job at Innovative Management Concept (Dahlgren)

Service Desk Technician

Innovative Management Concept

Location:
United States , Dahlgren

Category:
IT - Administration

Contract Type:
Not provided

Salary:

80000.00 - 86000.00 USD / Year

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Job Description:

This position will serve as the initial customer interface for all local IT issues associated with hardware, software, and accounts, recording information in the ITSM system, assigning ticket priority, and submitting support tickets on behalf of the user when necessary.

Job Responsibility:

Provide walk-in and live, onsite telephone coverage during normal service hours
Answer customer telephone calls and emails to the service desk during normal service hours
Record any additional information obtained from the user in the ITSM system
Provide users with a ticket number via email if/when the user does not submit a ticket for support
Perform initial diagnosis and analysis of incidents and provide immediate resolution and recovery when possible
or facilitate effective hand-off escalation of incidents as needed
Use knowledge of software associated with the Standard Desktop Configuration (MS Office, Adobe, and current authorized web browsers)
Provide in-depth and high-level onsite telephone support to the end-user community on problems, questions, and use related to hardware, software, and networks, and dispatching field engineers from the appropriate team when applicable
Set up, configure, use, and troubleshoot classified systems and networks
Use automated help desk management systems for efficient support operations
Ensure compliance with Department of Defense and Command’s Cybersecurity policies and processes
Other duties as assigned

Requirements:

CompTIA Security+CE or higher certification to meet IAT Level II requirements
Pursuant to a government contract, this specific position requires U.S. Citizenship
Current DoD TS/SCI clearance eligibility day one and prior to entry on duty
Three to seven years of help desk experience or related technical field experience
Maintain technical and management certifications as per DoDM 8140.03
Compliance with DoD and Command’s Cybersecurity Policies
Experience with Computer set-up, configuration, and troubleshooting
Experience with MS Office, Adobe, authorized Web Browsers
Experience with Incident management process and its application
Detail-oriented and highly organized, with excellent written and oral communication skills
Excellent interpersonal skills for dealing with diverse military and civilian stakeholders
Successful completion of privileged user account exam

What we offer:

401(k) with a 3% employer match
paid time off
paid holidays
FSA spending
dental
vision
health insurance
company-sponsored AD&D
life insurance
may also be eligible for a bonus and/or other incentives

Additional Information:

Job Posted:
January 02, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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