Service Desk Technician

Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

CERTIFICATIONS:

DAY SHIFT: 100% Full time onsite at Joint Base Andrews, JBA (MD)

PRIMARY RESPONSIBILITIES

• Responsible for providing phone, email, and web support to customers. The process will include greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
• Trouble shoot the problem being reported to determine the general issue, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, printers and provide detailed analysis of the problem.
• Assist with determining if equipment replacement is warranted and arrange appropriate resolution under warranty.
• You will update assigned tickets and continuously coordinate necessary work.
• Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket.
• You will be expected to escalate the problem to next level support if the issue cannot be resolved at Level 1.
• Provide excellent phone support and oral and written communication skills.
• Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).
• Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades.

MINIMUM QUALIFICATIONS

• Associate Degree or 2 years applicable experience may be substituted for a degree.
• Active DoD Secret clearance and ability to maintain clearance require
• Active CompTIA Security CE certification

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

EQUAL OPPORTUNITY EMPLOYER

KaylaTek is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.