Service Desk Technician (On Site REF1861S)

Overview:

The Service Desk Technician provides Tier 02 support and application development for USSF Enterprise Information Services (EIS) users across NIPRNet and SIPRNet environments. The role supports approximately 31000 end-users worldwide delivering service desk operations SharePoint administration and solutions development aligned to mission requirements. Responsibilities include user support for SharePoint (NIPRNet/SIPRNet) ETMS2/TMT and collaboration tools; triaging and escalating Power Platform issues; managing network account setup (DD Form 2875 SIPR token requests and provisioning/deprovisioning); and developing tailored solutions to improve workflows and end-user experience.

Primary Duty Responsibilities:

• Lead day-to-day service desk operations for USSF personnel worldwide ensuring Tier 02 resolution and timely escalation to Tier 3 support.
• Troubleshoot and resolve SharePoint issues including permissions lists libraries views versions governance compliance and broken web parts.
• Provide first-level triage for Power Apps and Power Automate items (ownership connections runs errors) escalating complex issues to developers as required.
• Develop and maintain custom SharePoint applications workflows and low-code/no-code solutions to support mission needs.
• Document and track all service requests and incidents using the designated SharePoint-based trouble ticket tracker.
• Manage account provisioning and de-provisioning processes including NIPRNet/SIPRNet accounts CAC renewals and SIPR token issuance.
• Provide guidance and support to Content Managers and Site Owners ensuring compliance with governance standards and Section 508 accessibility requirements.
• Deliver end-user training and knowledge transfer to promote effective system usage across military and civilian stakeholders.
• Ensure all incidents requests and resolutions are communicated clearly and promptly to customers and leadership.

Skills:

• Leadership of Tier 02 support operations with expertise in escalation management and incident resolution.
• Application development solutions design and workflow automation to deliver tailored user-focused outcomes.
• Strong customer service and communication skills for engaging with military and civilian personnel at all levels.
• Ability to explain technical issues clearly to non-technical audiences and provide user-focused training.
• Proven collaboration skills to work with Content Managers Site Owners and stakeholders across USSF.

Qualifications :

Experience

• Bachelors degree in computer science IT Web Design or related field. (Substitutions: Associate degree 5 years OR HS diploma 7 years experience).
• 5 years of IT experience including at least 3 years in SharePoint administration web development or service desk operations.
• Experience developing and supporting applications and solutions using SharePoint Power Apps and Power Automate preferred.
• Strong troubleshooting communication and time-management skills. Ability to effectively communicate technical issues and status with all levels of military and civilian personnel within the USSF.

Knowledge:

• SharePoint administration across NIPRNet and SIPRNet including governance standards permissions management and end-user support.
• Troubleshooting SharePoint components including web parts lists libraries views versions and permissions.
• Initial triage for Power Apps and Power Automate (ownership connections runs errors).
• Application lifecycle management and development of custom SharePoint/Power Platform solutions.
• Integration of low-code/no-code platforms to meet mission requirements.
• Customer service practices training delivery Section 508 accessibility requirements and time management in high-demand service environments.

Preferred Certifications

• DoD 8570 IAT Level II Certification (CompTIA Security CE preferred prerequisite).
• Experience with SIPRNet/NIPRNet SharePoint and TMT platforms
• SharePoint System Administration Certificate of Training.

Clearance Requirements: 

• Active Secret Clearance is required to be considered for the position.
• Must be a U.S. citizen.

Starting salary range: 

• $65000 - $78000 annually depending on experience.

Citizant offers a competitive benefits package including:

• Medical dental and vision insurance
• 401(k) 
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)

Additional Information :

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex pregnancy sexual orientation gender identity national origin age protected veteran status or disability status.

Remote Work :

No

Employment Type :

Full-time