Senior Service Desk Support

Job Post Summary

Our Client is seeking a Senior Service Desk Support professional to provide technical assistance and troubleshooting support to end users within a secure federal environment. This role is responsible for identifying, researching, documenting, and resolving technical issues received through phone, email, and direct user requests. Candidates must have at least 8 years of relevant experience and meet the required security clearance eligibility requirements.

Clearance: Active Top Secret clearance required with TS/SCI eligibility.

Job Roles and Responsibilities

• Provide technical support to end users across a variety of hardware, software, system, and access related issues.

• Identify, research, troubleshoot, and resolve technical problems reported by users.

• Respond to technical support requests received through telephone, email, and direct personnel requests.

• Diagnose user issues and determine appropriate resolution or escalation.

• Document technical problems, troubleshooting activities, and resolutions.

• Track and monitor open service requests to ensure timely resolution.

• Follow established service desk processes and procedures when handling technical issues.

• Maintain accurate records of incidents, requests, status updates, and resolutions.

• Communicate clearly with end users regarding issue status and resolution.

• Escalate complex technical issues when additional support is required.

Qualifications and Certifications

• 8 or more years of relevant service desk, help desk, or technical support experience.

• Must meet Top Secret / Sensitive Compartmented Information eligibility requirements.

• Experience providing direct technical support to end users.

• Experience identifying, researching, troubleshooting, and resolving technical problems.

• Experience responding to support requests through phone, email, and direct user interaction.

• Experience documenting, tracking, and monitoring technical support issues through resolution.

• Strong troubleshooting, communication, and customer support skills.

Benefits

• 3 weeks of paid time off, including sick leave.

• 2 floating holidays and 8 public holidays.

• Company contribution toward employee health and dental insurance.

• Short term disability coverage.

• Long term disability coverage.

• Company paid life insurance equivalent to one year's salary.

• 401(k) eligibility after 90 days with a company match of 4 percent and immediate vesting.

• Eligibility for company profit sharing with no employee contribution required.

Additional Information

• Position supports a federal government program.

• Security clearance eligibility is required.

• This is a Senior level position requiring at least 8 years of relevant experience.

• Position involves direct interaction with end users and requires timely documentation and resolution of technical support requests.