Service Desk Administrator/Help Desk Specialist - DOJ EOIR End User Support

Overview

JOB TITLE: Service Desk Administrator/Help Desk Specialist

GOVERNMENT AGENCY: DOJ EOIR 

POSITION INFORMATION: Full-time

LOCATION: Falls Church, VA; Hybrid (3 days onsite/2 days telework); initial 60 days is 100% onsite for training 

POSITION TIMING: Position requires candidate to obtain a DOJ Public Trust clearance which can take 4-6 weeks to process and must be complete prior to starting employement  

BENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks' Paid Time Off 

ITC Federal is seeking a motivated, career and customer-oriented Service Desk Administrator to join our team in Falls Church, VA. This is a hybrid position, supporting the US government. Regular weekly schedule will be 3 days working on site and 2 days working remote. Depending on the position you are hired for, your shift may also include weekend work on Saturdays and Sundays as part of a set schedule. All weekend work will be performed remotely. All weekend work will be performed remotely.  This is a fast-paced work environment that offers the opportunity to utilize hands-on experience with a variety of IT solutions to solve mission-critical problems supporting the US government.

ITC Federal, LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security.  We leverage the latest technology innovations and proven approaches to better serve the mission and support the DHS, DOJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ITC, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement. 

Responsibilities

RESPONSIBILITIES:

• Monitor and answer service desk calls and emails to assist customers requiring technical support; Handle calls, emails, and tickets assigned prior to escalating to other teams or leadership
• Add detailed work notes to all assigned tickets until resolved or escalated to another team; Provide status updates when requested
• Move, setup, and/or install IT hardware for customers
• Troubleshoot and repair/resolve various issues/requests for peripheral devices
• Install, troubleshoot and resolve software issues/requests and provide desk-side end user support when necessary
• Update and document inventory changes when necessary
• Complete other duties as assigned

Qualifications

REQUIRED:

• Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date) 
• A minimum of 1 year of professional experience in Information Technology or a directly related field, preferred
• Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; and experience providing IT support to users via phone, email, and/or in person
• Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software
• Experience working with a trouble ticket management system
• Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers
• Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast-paced, service-oriented environment
• Must be able to work an eight-hour shift between the hours of 6:00 AM to 8:00 PM as assigned

Preferred Qualifications:

• Bachelor’s degree from an accredited university
• One or more IT certifications such as A+, Security+, Network+, or ITIL
• Experience working with ServiceNow

WORK ENVIRONMENT AND PHYSICAL DEMANDS: 

• Candidate must be able to function in general office environment.
• The person in this position must be able to remain in a stationary position 50% of the time. Regular movement around the campus of large immigration courts is required throughout the day to provide hands-on support to customers.  
• The person in this position must have the ability to lift and move IT equipment weighing up to 50 pounds. 

ITC Federal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.