Company Overview At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation.
Summary ValidaTek is seeking a talented Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract in
Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA's Information Management & Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations. In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
Responsibilities- Troubleshoot, resolve, and/or escalate technical issues based on ticket assignments deskside or remotely, as necessary.
- Correlate events and incidents for management of Information Technology (IT) Services.
- Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
- Document and communicate degradation of services or outage issues information to customers and help with resolution.
- Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
- Ensure your assigned tickets stay within the program's AQL/SLA commitments.
- Utilize Remedy and/or Service Now for queue and work management.
- Ensure all tickets, requests, and work orders are properly documented.
- Create or coordinate the development of Knowledge Base Articles (KBA)
- Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.
- Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.
Qualifications- Bachelors Degree with 4+ years of relevant experience or a Masters Degree with 2 years of experience. Additional experience will be considered in lieu of a degree.
- Active DoD Top Secret clearance, with SCI eligibility
- Active Information Assurance Technician (IAT) Level II certification, such as Security+
- Experience in IT customer service including 2 years of IT ticketing system experience and 1 year of experience in remote desk takeover tools and usage.
- Experience meeting service level goals and targets.
Preferred Qualifications: - Systems or network administration experience in Windows Server and/or Cisco environments.
- Familiarity with automated call distribution systems.
- Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.
Posted Min Pay Rate USD $80,000.00/Yr.
Posted Max Pay Rate USD $110,000.00/Yr.
Salary Disclosure Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications.
The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.
EEO Statement ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.
Applicants who are selected for employment will be required to verify authorization to work in the United States.
Offers of employment will be contingent upon passing a post-offer background check.