• Service Desk Technician

    Posted Date 3 weeks ago(5/8/2019 2:04 PM)
    Job ID
    # of Openings
    Information Technology
    Job Location
    Vienna, VA
  • Job Description

    DHA is seeking a Service Desk Technician in support of a mission critical environment in Vienna Virginia
    This position requires an active Top Secret Clearance. Candidates will be required to obtain an FBI SCI which will require obtaining and maintaining a CI polygraph.  
    The Service Desk is maintained 24/7 in support of the TSC mission. The Service Desk manages all service and support requests for the TSC, including but not limited to matters regarding TSC information technology, facilities, logistics, and security. The Service Desk supports all building residents at the TSC’s primary (including non-TSC residents) and off-site locations. All tickets for the TSC’s primary location are routed to the TSC’s ticketing system queue for resolution. On average, 1400 tickets are opened each month.

    Required Knowledge, Skills & Abilities

    • Must be able to demonstrate knowledge of customer service and customer support principles and methods.
    • Must be able to demonstrate experience in managing information system projects that include identifying customer IT requirements.
    • Must be able to demonstrate experience interpreting and applying Standard Operating Procedures
    • Must be able to demonstrate knowledge of knowledge-based applications.
    • Must be able to install, configure, upgrade, and troubleshoot hardware and software components.
    • Must be able to present formal and informal training and assistance to customers.
    • Must be able to report, respond to, and resolve customer requests.


    Functional Responsibility

    • Ensure activities, services, or products meet organizational goals and objectives.
    • Communicate information in an effective manner with clear understanding so customer issues are successfully resolved.
    • Evaluate the efficiency and effectiveness of ITU programs, projects, or operations.
    • Proactively monitor client technology infrastructure to identify and resolve issues before downtime occurs
    • Provide FBI Manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
    • Triage and escalate complex issues to Tier 2, Tier 3 and Management appropriately.
    • Experience configuring IT hardware (workstations, monitors, printers, switch boxes).
    • Experience working with Windows 7, Microsoft Server 2008 and 2012, Active Directory and various software applications including the full MS Office suite.
    • Experience working in a 24/7/365 environment providing continuous support to users and critical operations monitoring and escalation.

    Top 3 skills/must haves?

    1. High School Diploma
    2. 1-year experience of hands on experience working in a cleared service desk support environment
    3. Active Top-Secret clearance

    Desired Years of experience: 1-3 years



    About DHA  
    DHA has been a trusted partner to the US Federal Government for 20 years.  We are a vibrant, energized and fast growing company serving the agencies which protect our freedom and way of life.  Our mission focuses on the intelligence, law enforcement and defense communities.  DHA adds value to every customer we serve by providing the best solution, talent, expertise and experience specifically tailored to each customer’s need.  We are proud of the company’s culture which is results-oriented and based on kindness, caring and compassion for everyone we serve as a customer, employee or teaming partner.
    Why DHA?  
    Over the years, DHA has proven its ability to provide cost-effective, forward-thinking solutions, and exceptional service for customers. The trust our clients, teaming partners, and employees have in DHA is directly related to how we cultivate and value relationships. Our diverse clients include the Federal Bureau of Investigation (FBI) and Department of Justice (DOJ), Veteran’s Administration, Department of State, U.S. Marshalls, Defense Logistics Agency (DLA), and the Department of Defense (DoD).  
    DHA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. 



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