Service Desk Technician
SkyePoint Decisions, Inc.
SkyePoint Decisions is a leading Cybersecurity Architecture and Engineering, Critical Infrastructure and Operations, and Applications Development and Maintenance IT service provider headquartered in Dulles, Virginia with operations across the U.S. We provide innovative enterprise-wide solutions as well as targeted services addressing the complex challenges faced by our federal government clients. Our focus is on enabling our clients to deliver their mission most efficiently and effectively – anytime, anywhere, securely. We combine technical expertise, mission awareness, and an empowered workforce to produce meaningful results.
As a SkyePoint employee you will be given the opportunity to support some of our nation’s most critical information systems by utilizing not only your existing cybersecurity skills and talents, but those that you will learn in your new role. In your new role as a cyber security professional, you will protect our customer’s most sensitive data and complex systems from all forms of threats including cyber-attacks, insider threats, rogue network devices, and malicious software and applications. You will work with a team of like-minded professionals to share and collaborate upon your ideas to improve the cybersecurity infrastructure, architecture, and configuration deployments. Your ideas and contributions will matter.
This is a contingent position based upon customer approval.
SkyePoint Decisions, Inc is looking for a highly motivated, team-oriented individual to fill the role of a Service Desk Technician to the Defense Contract Audit Agency (DCAA). The candidate would help ensure every DCAA employee has reliable support and access to the DCAA’s network equipment, email systems, and shared drives and databases to successfully carry out their mission to the Department of Defense. This would be to support the initiative in an enterprise-level work environment.
In this position, the technician troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals.
Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.
Two (2) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.
Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.
Demonstrated knowledge of deploying computer hardware and software.
Demonstrated knowledge of a range of diagnostic utilities.
Demonstrated progressive experience in the management of a technical support team.
Demonstrated experience developing and providing Service Level Agreements and Help Desk deliverables.
Demonstrated knowledge of help desk ticketing systems desired. Knowledge of managed services software desired.
Demonstrated knowledge of Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics.
IAT Level I baseline certification in accordance with DoDD 8140.01 “Cyberspace Workforce Management”
What We Can Offer You –
At SkyePoint, we go B.I.G. (beginning in GRATITUDE) by recognizing all we have and giving back to our employees, families, and communities. It instills a positive mindset that permeates all we do. By beginning in gratitude, SkyePoint can continue to spread living in gratitude each day.
Great Benefits: Several insurance options including HMO and High Deductible plans with Health Savings Accounts [HSAs], Flex Spending Accounts [FSAs], Full Dental Plans, ST/LT Disability, Life Insurance, floating federal holiday options, and 401k matched
Certificate Incentive Program: To promote professional development, we recognize and reward employees who obtain new certifications aligned with business needs.
SkyePoint DoD SkillBridge Industry Partner Fellowship Program
Flexible Work Environment
SkyePoint Decisions is an established ISO 9001:2015 and ISO/IEC 27001:2013 certified small business and appraised at CMMI Level 3 (with SAM) for Services. We possess a common vision of excellence and foster a collaborative team culture built upon individual performance and accountability. We invest in our people and systems to create value for our clients. It is the SkyePoint Way. We are grateful for the opportunity to work with exceptional people and give back to the communities we serve. Our employees value the flexibility at SkyePoint that allows them to balance quality work and their personal lives.
Please be aware of recruiting scams and people claiming to be from SkyePoint Decisions. For more information, please see the Welcome Page of our Careers site.
Skyepoint Decisions is a participating E-Verify Employer.
U.S. Citizenship is required for most positions.
Equal Opportunity Employer/Veterans/Disabled.
Job Type: Contingent Upon Prime/Customer Acceptance
External Company URL: www.skyepoint.icims.com