Service Desk Technician with Security Clearance

Service Desk Technician Country Intelligence Group is seeking a Full-Time Service Desk Technician to deliver responsive,
customer-focused technical support across phone, email, and web channels. The selected candidate
will be the first point of contact for users, responsible for diagnosing and resolving basic technical
issues, escalating complex incidents, and ensuring a high standard of service within an IT Service
Management (ITSM) framework. This role includes frontline support operations, possess strong
communication skills, and thrive in fast-paced environments where customer satisfaction and service
level commitments are a priority. Tasks Performed:

• Providing phone, email, and web support to customers.

• Greeting customers, ascertaining the nature of the call, resolving issues where
possible.

• Opening tickets via a ticketing system and escalating to the appropriate work groups
when necessary.

• Trouble shooting problems to determine the general issue, e.g. hardware, software,
applications, telecommunications, desktops, mobile devices, printers and provide
detailed analysis of the problem.

• Assisting in determining if equipment replacement is warranted and arrang aing
appropriate resolution under warranty.

• Update assigned tickets and continuously coordinating necessary work.

• Documenting status updates and communicating to necessary parties, including
providing follow-up to the user on the status of the problem until resolution, and
verifying problem resolution prior to closure of the ticket.

• Escalating problems to the next level of support if the issue cannot be resolved at
Level 1.

• Be expected to work to incident response and resolution targets in an Information
Technology Service Management (ITSM) environment with Service Level Agreement
(SLAs). Expected Skills:
• Provide excellent phone support and oral and written communication skills.

• Be expected to work to incident response and resolution targets in an Information
Technology Service Management (ITSM) environment with Service Level Agreement
(SLAs).

• Apply logical thinking and problem-solving skills to common end-user desktop
challenges, such as software and hardware enhancements, application deployments
and infrastructure upgrades. Salary Range:
• $65,000-$75,000 Other Job Requirements:

• CompTIA Sec+ and currently hold a DoD Secret security clearance

• U.S. Citizenship, and successful background check

• Location: Prince George's County, Maryland Andrews Airforce base