Service Desk Technician (6892)

As a Service Desk Technician, you’ll provide onsite 24x7x365 ITIL-based Service Desk focused on mission-critical incidents at Post and VIPs. You'll also monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set, with the goal to make an impact across the federal government. 

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: 

• Provide support to end users for either PC, server, or applications and hardware
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating problems and serve as a liaison with customers and our clients to resolve issues, track problems and provide solutions.
• Provide technical assistance via phone, email and additionally in person, as required.
• Provide ad-hoc equipment and software tutorials, as well as perform daily quality checks and produce a weekly report.
• Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set.
• Integrate knowledge management and training in ServiceDesk operations.

What you’ll need to succeed: 

• 2 years of experience with ServiceNow and/or Remedy.
• 2 years of experience doing Help Desk operations.
• Knowledge/experience in resolving problems associated with hardware and software issues that may result from PCs, Server, mainframe, application
  an understanding of PC hardware and connectivity components, a strong knowledge of Windows 7 and Windows 10, and experience supporting monitoring tools.
• A high school diploma.
• An active an active Secret clearance (clearable up to Top-Secret).

SALARY RANGE:  $50,000 - $60,000 (Hourly Rate: $24.04 - $28.85)

The salary range for this position is determined based on qualifications, skills, and relevant experience. The final salary offered will be determined based on several factors including: 

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:
• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses