Service Desk Technician (6660)

As Service Desk Technician, you’ll provide top tier customer support to end users in a fast paced and dynamic 24x7x365 environment with the goal to make an impact across the federal government. Our Diplomatic Security Enterprise Operations Support Program Team is responsible for providing technical Service Desk support to the Department of State.

We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do:

• Prepare executive-level reports that ensure optimal performance and maintain records of service level agreements for customers.
• Review daily operations and performance to ensure service levels and operational standards are met.
• Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set.
• Integrate knowledge management and training in ServiceDesk operations.
• Maintain service desk documentation.
• Address quality issues and improve performance.
• Provide technical assistance via phone, email and additionally in person, as required.
• Provide ad-hoc equipment and software tutorials.

What you’ll need to succeed:

• An active Secret clearance.
• The ability to commute to Rosslyn, VA.
• Experience with ServiceNow to manage and monitor service requests.
• 3+ years of Sr. Service Desk Technician experience, to include leading a team.
• Experience coordinating part-time schedules.
• Experience supporting foreign missions at agencies like the Department of State.
• The ability to develop and maintain trusted, collaborative relationships with customers and colleagues.
• The ability to streamline IT services, delivery, and operations for a 24/7/365 program.
• A continual service improvement and governance driven mindset, with knowledge of process improvement and quality improvement based on ITIL and PMI best practices.
• The ability to learn quickly and follow detailed technical instructions.
• Excellent oral and written communication skills.
• A high school diploma (minimum).

SALARY RANGE: $48.00 - $55.00 hourly

The salary range for this position is determined based on qualifications, skills, and relevant experience. The final salary offered will be determined based on several factors including:

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:
• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses