Service Desk Technician ( Top Secret Clearance)

Job Description: Service Desk Technician (Top Secret Clearance)

Schedule: Wednesday-Saturday, 7:00 AM - 5:00 PM

Location: Fully onsite in Washington, DC

Position Overview:

We are seeking a dedicated Service Desk Technician with an active Top Secret clearance to provide technical support and customer service within a dynamic environment. This role involves handling service desk inquiries, troubleshooting IT issues, and supporting various technical platforms. The position operates on a 4-day workweek from Wednesday to Saturday.

Key Responsibilities:

• Provide Tier 1 and Tier 2 IT Support: Respond to and resolve technical issues from users via phone, email, and chat, ensuring timely and effective resolution of hardware, software, and network-related problems.
• Incident Management: Log and track service desk tickets, ensuring accurate documentation and escalation of unresolved issues to higher-level support as needed.
• Technical Troubleshooting: Diagnose and troubleshoot a wide range of systems, applications, and infrastructure issues, including network connectivity, user access, hardware malfunctions, and software errors.
• User Access and Security: Manage user accounts, permissions, and access rights in accordance with company security policies, ensuring proper safeguarding of classified information.
• System Monitoring: Monitor system performance and operational status to ensure efficient functioning, proactively addressing any identified issues or potential disruptions.
• Client Communication: Provide clear, concise communication to users regarding the status of their requests and issues. Offer guidance for IT-related queries.
• Compliance and Security: Ensure all support activities adhere to federal security protocols and company policies, especially regarding handling sensitive and classified information.
• Documentation: Maintain detailed and accurate documentation for troubleshooting steps, resolutions, and procedures for future reference and knowledge-sharing.

Required Qualifications:

• Active Top Secret Clearance (mandatory for consideration)
• Proficiency in Windows and Mac OS: Experience in troubleshooting desktop and laptop systems.
• Networking Knowledge: Understanding of network configurations, connectivity issues, and basic networking principles (DNS, DHCP, VPN, etc.).
• Familiarity with ITIL or Service Desk Practices: Strong knowledge of IT service management principles and ticketing systems (e.g., ServiceNow, Remedy).
• Communication Skills: Excellent verbal and written communication skills for effective end-user interaction and documentation.
• Customer Service Orientation: Ability to work under pressure and handle technical issues in a fast-paced environment while maintaining a high standard of service.

Preferred Skills:

• CompTIA A+ / Network+ / Security+ or other relevant certifications.
• Experience with Active Directory: User account management and troubleshooting in AD environments.
• Familiarity with classified information systems and handling procedures in a government or defense setting.

Why choose Addison IT?
• Pay: We negotiate high salaries using U.S. Bureau of Labor Statistics
• Benefits & Bonuses: You are eligible for medical, dental, vision insurance benefits, 401K, and monetary bonuses
• Permanent Employment: Many of Addison's job openings lead to potential permanent employment
• Connections: You connect directly with hiring managers from renowned organizations
• Options: You are presented multiple employment options near your home
• Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.