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Service Desk Support Staff

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McLean, United States MITRE Full time

Why choose between doing meaningful work and having a fulfilling life? At MITRE, you can have both. That's because MITRE people are committed to tackling our nation's toughest challenges—and we're committed to the long-term well-being of our employees. MITRE is different from most technology companies. We are a not-for-profit corporation chartered to work for the public interest, with no commercial conflicts to influence what we do. The R&D centers we operate for the government create lasting impact in fields as diverse as cybersecurity, healthcare, aviation, defense, and enterprise transformation. We're making a difference every day—working for a safer, healthier, and more secure nation and world. Our workplace reflects our values. We offer competitive benefits, exceptional professional development opportunities, and a culture of innovation that embraces diversity, inclusion, flexibility, collaboration, and career growth. If this sounds like the choice you want to make, then choose MITRE—and make a difference with us. The MITRE Corporate Service Desk is seeking an individual with excellent communication skills and technical aptitude with experience in IT support in an Enterprise environment to join our team. The primary focus of this position is to provide first level support with diagnosis, identification, and resolution of problems of varying complexity with hardware, software, networks, servers and corporate data systems. Roles & Responsibilities: Provide 1st tier and 2nd tier technical support to internal MITRE employees with software: Windows 10, Mac OS & OSX, MS Office, (primarily Outlook), LAN, VPN, and remote devices, hardware and peripherals, and other technologies. Follow defined Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution. Educate and guide MITRE employees in using MITRE tools, technology, and the information and knowledge infrastructure effectively. Collaborate with other Service Desk employees on problems, process and procedure, special projects and other issues of importance to the Service Desk. Bring technical expertise to bear, sharing technical knowledge and experience in a team setting. Basic Qualifications: High school diploma or equivalent, plus 1 year of job-relevant work experience. 1 year experience working on a technical help desk in a corporate environment. Proficient at solving problems with Windows 10, Mac OS & OSX, MS Office applications and mobile & remote access services. Excellent customer service, communication, and troubleshooting skills. Enjoy a balanced work-life with our 50% hybrid schedule. Preferred Qualifications: CompTIA Security+, CompTIA A+ Certification, HDI SCA certification, ITIL certification. Work Location Type: Hybrid MITRE is proud to be an equal opportunity employer. MITRE recruits, employs, trains, compensates, and promotes regardless of age; ancestry; color; family medical or genetic information; gender identity and expression; marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics. #J-18808-Ljbffr