Service Desk Technician

Summary: Bridge Defense seeks highly qualified Service Desk Technicians to support the Army Enterprise Service Desk under an existing contract. This position serves as the initial point of contact for customers requiring technical support for hardware, software, systems, and applications in a fast-paced enterprise environment. Candidates must reside near Luray, Virginia as this is a Service Contract Act opportunity. This is a remote position.

Essential Duties and Responsibilities:

• Serve as the initial point of contact for customers via telephone, email, or live chat to provide technical support for hardware, systems, subsystems, and applications.
• Assist customers with navigating application menus and remotely access customer systems when necessary.
• Troubleshoot network connectivity issues, including VPN access and remote user support.
• Support users with Active Directory account unlocks and password resets.
• Troubleshoot and resolve issues related to Windows operating systems and Microsoft Outlook.
• Develop and maintain productive customer relationships while delivering excellent customer service.
• Provide alternative solutions where appropriate to support customer satisfaction and mission continuity.
• Escalate complex technical issues to Remote Support Engineering staff or Field Engineering teams when required.
• Document incidents, resolutions, and troubleshooting efforts in accordance with customer and contract requirements.
• Successfully meet customer-driven performance metrics and service level expectations.

Required Qualifications, Education, and Experience:

• Must be a U.S. Citizen.
• Must possess or have the ability to obtain a U.S. Government Secret security clearance prior to hire. Sponsorship may be available for qualified candidates.
• Must possess a current Level I AIT certification.
• Strong knowledge of network troubleshooting, including connectivity issues, TCP/IP, VPN software, and remote user support.
• Understanding of Active Directory administration, including password resets and account unlocks.
• Proficient troubleshooting skills across Windows operating systems.
• Ability to troubleshoot and resolve Microsoft Outlook and email-related issues.
• Strong written and verbal communication skills.
• Outstanding customer service and interpersonal skills.
• Previous technical support or help desk experience preferred.
• Ability to successfully meet customer metric requirements in a high-volume support environment.
• High School Diploma or equivalent required.

Experience

• Previous technical support or help desk experience preferred.
• Ability to successfully meet customer metric requirements in a high-volume support environment.

Desired Qualifications, Education, and Experience:

• MCP, Dell, or other industry-recognized technical certifications preferred.
• Additional technical or IT-related training preferred.
• Previous experience supporting enterprise-level service desk operations preferred.
• Experience supporting DoD or government IT environments preferred.

The Successful Candidate Will Possess:

• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication abilities.
• Ability to prioritize competing requirements in a fast-paced environment.
• Ability to communicate and interact effectively at all levels of staff and management.
• Ability to exercise independent judgment and work collaboratively within a team environment.
• Strong written and verbal communication skills.
• Self-starter mentality with the ability to adapt to changing priorities and operational requirements.
• Technically curious with a willingness to learn new tools, systems, and technologies.
• Ability to develop peer networks and maintain technical awareness to support issue resolution.
• Flexibility, professionalism, and a commitment to continuous improvement.

General Factors:

• Depending on project requirements, may be required to work within a compressed schedule; overtime should be expected when schedules demand it.
• No relocation assistance available.
• Must be able to sit/stand at a desk for long periods and lift up to 20 pounds occasionally.
• Must be able to multi-task and rapidly change priorities with limited notice.

Clearance: SECRET (or ability to obtain SECRET clearance)

Location: Must work from an approved SCA location; preference for candidates in or near Luray, Virginia

Hourly Rate: Approximately $20.00 per hour

Online applications, please.

When we review candidates' information, we are looking for the best matches for the position based on the qualifications listed in the job posting. If your skills and experience appear to match an open position, a recruitment services professional or a hiring manager may contact you.

Bridge Defense is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of the company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation and gender identity or expression, national origin or protected veteran status and will not be discriminated against on the basis of disability. If you are a qualified disabled veteran or individual with a disability and need reasonable accommodation to use or access our online system, please contact us at 202-436-9222.