Service Desk Technician (5760)

AsService Desk Technician, you'll ensure our customers have access to the best Tier 1 & Tier 2 to keep them fully operational and able to support their mission, with the goal to make an impact across the federal government. Our team is responsible for providing Tier 1 & Tier 2 support to over 800 high profile Federal Customer executives around the world. If you want to join a company that values your contributions and are open to commuting to Washington, DC, we want you to work for MetroStar!

We know that you can't have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you'll do:

• Receives, documents, triages, escalates, and responds to all customer requests within an acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support).
• Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems and the appropriate resolution required for solving each problem.
• Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies.
• Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
• Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
• Maintains the technical competency and proficiency required to answer the most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues.
• Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers regularly to discuss activities, solutions, and recommendations for improvement.

What you'll need to succeed:

• You have an active Top-Secret clearance, with SCI eligibility.
• You have 3 to 5 years of general IT experience, including 2+ years of experience working in a Windows environment.
• You are available for the following shift: 7 am to 5 pm - Sunday-Wednesday in Washington, DC.
• You have hands-on experience as a Service Technician providing Tier 1 and Tier 2
• You like to solve problems, using excellent analytical and problem-solving skills
• You enjoy working with diverse technologies and systems
• You have exemplary telephone skills
• You are passionate about providing the best customer service possible
• You can write detailed and accurate logs of all user contact by entering calls into a Service Desk Automated Tool (ServiceNow).
• You serve as a user liaison covering basic computer system end-user operations, including but not limited to system sign-on; Active Directory maintenance and Exchange; Microsoft Office programs, including Outlook; PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android); Client PC connectivity - ethernet, TCP/IP and VPN; and, File server knowledge.
• You have experience supporting mobile devices, provisioning, and managing through Microsoft Intune Mobile Device Management (MDM) software.