As Service Desk Technician, you’ll ensure our customers have access to the best Tier 1 and Tier 2 support to maintain full operational capability and achieve their mission. Our team provides Tier 1 and Tier 2 support to over 800 high-profile Federal Customer executives worldwide. If you're passionate about making a difference in the federal government and open to commuting to Washington, DC, MetroStar is the place for you!
We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed withour 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:
- Receive, document, triage, escalate, and respond to all customer requests within acceptable timeframes, as defined by current Service Levels (Tier 1 and Tier 2 support).
- Document, prioritize, and escalate issues using the Help Desk ticketing system, ensuring appropriate resolutions are implemented.
- Collaborate with external vendors, as needed, to coordinate the procurement and repair of personal computer equipment and printing technologies.
- Communicate system alerts, outages, planned upgrades, restoration activities, and technology asset management updates to relevant departments and groups.
- Perform laptop, tablet, and desktop support, including software/hardware configuration, troubleshooting, and repair. Support desktop initiatives and projects as necessary.
- Maintain the technical competency required to address common Help Desk inquiries. Provide support for line-of-business applications, Windows applications, and common printing and network issues.
- Participate in Infrastructure Team meetings and meet regularly with Technology managers to discuss activities, solutions, and improvement recommendations.
What you’ll need to succeed:
- Active Top-Secret security clearance with SCI eligibility.
- 3–5 years of general IT experience, including 2+ years in a Windows environment.
- Availability for the following shifts: 9 PM to 7 AM, Sunday (night) to Thursday (morning), in Washington, DC.
- Strong analytical and problem-solving skills with a passion for troubleshooting.
- Experience with diverse technologies and systems.
- Exemplary telephone and communication skills.
- Commitment to delivering outstanding customer service.
- Ability to document detailed and accurate logs of user interactions using a Service Desk Automated Tool (e.g., ServiceNow).
- Expertise in end-user operations, including but not limited to:
- System sign-on, Active Directory maintenance, and Exchange.
- Microsoft Office programs, including Outlook.
- PC hardware, printers, scanners, peripherals, and mobile devices (iOS, Android).
- Client PC connectivity (Ethernet, TCP/IP, VPN).
- File server knowledge.
- Experience supporting mobile devices and managing them via Microsoft Intune Mobile Device Management (MDM) software.
Like we said, we are big fans of our people. That’s why we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits. Plus, check out our accolades.
Don’t meet every single requirement?
Studies have shown that women, people of color and the LGBTQ+ community are less likely to apply to jobs unless they meet every single qualification. At MetroStar we are dedicated to building a diverse, inclusive, and authentic culture, so, if you’re excited about this role, but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to go ahead and apply. We pride ourselves on making great matches, and you may be the perfect match for this role or another one we have. Best of luck! – The MetroStar People & Culture Team
What we want you to know:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
MetroStar Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of MetroStar Systems.
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"EEO IS THE LAW MetroStar Systems, LLC (MetroStar) invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request by emailing msshr@metrostar.com."
