IT Service Desk Specialist I

Dexian Government Solutions is recruiting for a IT Service Desk Specialist I to support our contract at the Defense Health Agency (DHA) GSP TO7 contract in Fort Belvoir, VA.

Work Location: 9300 DeWitt Loop (Walk-In Center), Fort Belvoir, VA 22060.

Position Overview:

• The IT Service Desk Specialist I provides entry-level, in-person front-line IT support to ATAMMC users at the Walk-In Center, greets users, creates support tickets, and resolves basic technical issues.
• Contract Support Hours: Monday-Friday, 0700-1600.

Job Duties:

• Greet and provide in-person support to users at the ATAMMC Walk-In Center.
• Provide support including but not limited to creating support tickets, answering user questions, and assisting with account creation.
• Troubleshoot, diagnose, and resolve technical problems for customers experiencing issues with hardware and software.
• Follow established or approved organizational process components for incident resolution.
• Manage all tickets within DHA ticketing system (ServiceNow), adhering to ATAMMC Service Catalog and performance metrics.
• Handle ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
• Provide clear and effective communication to customers throughout the support process.
• Provide comprehensive desk-side and remote assistance to resolve hardware and software issues.
• Provide on-site support for troubleshooting, configuration, patching, and installation of authorized hardware and software.
• Assist users with CAC pin resets and support in-processing and out-processing of employees.
• Support the lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.

Required Qualifications:

• Two (2) years of progressive experience in IT help desk or customer support.
• Experience providing customer-facing IT support including ticket creation and basic troubleshooting.
• Experience with Windows operating systems and basic desktop support.
• Strong customer service and communication skills.
• Education Requirements: Associate of Arts (AD)/Associate of Applied Science (AAS)/Military Training from an accredited institution, OR equivalent years of experience.

Required to Start:

• Clearance Requirements: A Tier 3 (T3) Background Investigation required. All personnel must obtain favorable suitability adjudication prior to commencement of duties.
• Certification Requirements: An IAT II certification required prior to performing contract tasks (DoD 8570.01-M). CompTIA Security+ce, CompTIA CySA+ce.

Company Description

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

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This role requires an active Secret Security Clearance, customer approval, and successful completion of a pre-employment background screening.