Service Desk Administrator (Secret Clearance)

Location: Herndon, VA
Date Posted: 12-05-2018
About Seneca Resources:
Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry.  Seneca Resources is a leading IT services provider with offices in Reston and Richmond, Virginia and Birmingham, Alabama that service clients throughout the United States.  The key to our success lies within our strong corporate culture which drives our business.  We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement.  In turn, we look for only the best and brightest to join our team.
We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.

Position Title: Service Desk Technician
Location: Alexandria, VA
Clearance Requirements: (Active Secret Clearance)
Position Status: Full Time
Required Skills: Tier 1, Security + Certification


Job Description
  • Establish tier 1 as the single point of contact for all user requests and incidents
  • Maintain full ownership of ticket through its lifecycle
  • Provide first call resolution or triage for all calls
  • Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has effected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage
  • Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event
  • Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested
  • Enter all troubleshooting performed and, if applicable, the resolution
  • Escalate tickets to the appropriate support group if required by warm transfer
  • If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support team including the Desk Side and Network Operations team
Required Skills/Experience/Education:
  • Information Assurance Technician (IAT) Level 2 compliance; Security+ 
  • HDI Certification must be earned within 30 days of hire
  • 2 years of technical knowledge of PC and desktop hardware and Hands-on hardware troubleshooting experience
  • Working technical knowledge of current operating systems, and standards
  • Ability to launch and operate desktop diagnostic tools to perform remote diagnostics
  • This position is open only to candidates with an active Secret DOD security clearance
  • Willing to support weekend rotation
  • Experienced in SLA/KPI environment
  • Experience with ticketing software 
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