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Service Desk Representative

1 month ago

McLean, United States VTG Full time
Overview

VTG is looking for a Service Desk Representative in Vienna, VA, to provide Tier 1 and Tier 2 Technical Services. The Service Desk Representative is first shift, working 6:00 AM to 2:00 PM, Monday through Friday. It is 100% onsite.

What will you do?

The Service Desk Representative is responsible for performing daily operations of the service desk as a part of the service desk team.

  • Providing answers to general IT-related questions.
  • Managing the customer’s ticketing queue.
  • Tier 1-2 troubleshooting.
  • Solving issues such as password resets, RSA tokens, or PKI certifications.
  • Notifying users of service disruptions.
  • Implementing technical refresh of user equipment, to include workstations, monitors, switch boxes and card readers.
  • Provide information to customer logistics for (all equipment which requires inventory transactions when moved or decommissioned.
  • Maintaining accurate records for shelf stock and notifying the government when inventory reaches reorder points.
  • Imaging workstations to the latest operating systems.
  • Installing COTS software.
  • Installing virus updates on stand-alone systems.
  • Supporting hourly monitoring checks and escalating issues to the appropriate solver team.
  • Receiving and troubleshooting calls from international and remote users for issue resolution.
  • Escalating issues to the customer that require more advanced technical knowledge.
  • Troubleshooting hardware issues on workstations, printers and other peripherals to include assessing system health, replacing components and submitting warranty claims with the vendor.
Do you have what it takes?
  • Top Secret clearance is required.
  • Must be able to obtain a TS/SCI Poly Clearance level.
  • 4 years experience required in IT, preferred.
  • Ability to perform Tier I and II troubleshooting, Resolve issues such as password resets, RSA tokens, or PKI certifications.