Service Desk Support - Senior

Service Desk Support - Senior

We are searching for a Top Secret cleared Help Desk Technician (Senior) to join our team in Quantico, VA. You will be working as part of a team to deliver enterprise-wide mobile and collaborative telephony solutions within a zero-trust framework to users. You will provide direct Help Desk support, both in person and virtually, to users requesting EVOIP, both legacy Avaya and current and future capabilities to include MS Teams, support. You will also secondarily assist with system certificate renewals, PC/Server rebuilds and phone technical refreshes.

Responsibilities: The Help Desk Technician (Senior) will provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor the problem to ensure a timely resolution. Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. These personnel serve as the first point of contact or troubleshooting legacy, current and future telephony solutions. Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others. Minimum of 8 years' experience recommended. In absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level.

Requirements: Active Top Secret clearance with willingness to obtain SCI access and pass a CI poly ability to obtain access to SCI (CI poly will be required) Possess a valid U.S. driver's license Pass a criminal background check Minimum of 5 years of relevant experience Work onsite 5/days week in Quantico, VA. Education: Associate's degree o In absence of degree, additional years of experience may be substituted for educational requirements

Clearance Required: Top Secret with ability to obtain access to SCI (CI poly will be required)

Minimum Education: Associate's degree In absence of degree, additional years of experience may be substituted for educational requirements

Minimum Years of Experience: Minimum of 5 years of relevant experience

Preferred: 8 years of relevant experience Previous Help Desk experience Experience with issue ticketing software Excellent problem solving and analytical skills