Service Desk Technician- JBA

Come join our growing team with a 21st Century Vision! At KaylaTek we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs but on building and enhancing your career through ongoing professional development training and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages dedication to education as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow learn and feel a sense of belonging not just a place to work.

CERTIFICATIONS:

• DOD 8570 IAT-II certification (SECURITY CE or equivalent) - required certification
  

DAY SHIFT: 100% Full time onsite at Joint Base Andrews JBA (MD)

PRIMARY RESPONSIBILITIES

• Provide exceptional customer service through multiple channels (phone email and web) ensuring prompt and professional responses to user inquiries.
• Greet customers assess the nature of their issue and resolve Level 1 problems whenever possible.
• Utilize a ticketing system (Remedy Service Now) to log and manage user issues ensuring accurate and timely updates.
• Analyze and troubleshoot technical problems identifying the root cause and categorizing issues by type (e.g. hardware software applications telecommunications desktops mobile devices printers).
• Collaborate with internal teams to determine the best course of action for resolving issues including equipment replacement under warranty.
• Continuously update assigned tickets coordinate with relevant teams and communicate status updates to users and stakeholders.
• Verify problem resolution prior to closing tickets ensuring that issues are fully resolved and users are satisfied.
• Escalate complex issues to higher-level support teams when necessary ensuring seamless handoff and minimal disruption to users.
• Work towards incident response and resolution targets within an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).

MINIMUM QUALIFICATIONS

• Minimum/General Experience: This position requires a minimum of five years experience of which at least three years must be specialized. Specialized experience includes knowledge of PC operating systems e.g. DOS Windows as well as networking and mail standards and work on a help desk. General experience includes information systems development and other work in the client/server field or related fields. Demonstrated ability to communicate orally and in writing and a positive customer service attitude.
• Functional Responsibilities: Provides phone and in-person support to users in the areas of e-mail directories standard Windows desktop applications and applications developed under this contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.
• Minimum Education: An associate degree in computer science/systems information systems/technology engineering/engineering technology software engineering/programming management natural sciences social sciences mathematics or business/finance or an applicable training certificate from an accredited training institution.
  Education and experience requirements may be substituted with:
  1.A bachelors degree (in subjects described above) and four years general experience of which at least two years must be specialized experience.
  2. No degree and eight years general experience of which at least six years is specialized experience.
• Active DoD Secret clearance and ability to maintain clearance required
• Active CompTIA Security CE certification

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

EQUAL OPPORTUNITY EMPLOYER

KaylaTek is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.