What are the responsibilities and job description for the Service Desk Technician I/Trusted Agent position at MicroTech?
Overview
The Service Desk Technician I/Trusted Agent shall perform computer maintenance, administration and repairs and provide IT assistance (to include help with startup and shut down procedures) to students and instructors experiencing IT problems (such as Server/ Network failures) on the systems contemplated herein as well as their peripheral devices and software components.
Responsibilities
- Provide direct support to Maneuver Support Center of Excellence Complex, staff, and students to ensure effectively operate emerging technology and fight the Global War on Terrorism.
- Track detailed information about each customer's service need in the incident management system.
- Document all diagnostic steps and communications during troubleshooting.
- Conduct staff follow-up to ensure customer satisfaction.
- Communicate work order status to customers weekly through completion.
- Reset Common Access Card (CAC) personal identification numbers (PIN) as necessary for users in the Maneuver Support Center of Excellence, Walk-in Center.
Qualifications
Required Qualifications
- High School Diploma or equivalent
- A certification for Information Assurance Technical Level I (IAT-I) or higher
- Must be comfortable working within a dynamic work environment
- The ability to self-organize and coordinate resources as needed to complete tasks.
- Strong verbal and written communication abilities.
Preferred Qualifications
- Security and/or Microsoft MCTS certifications,
- Prior experience supporting DoD and/or Federal government customers.
General Information
MicroTech is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) and experienced provider of information technology and communications. MicroTech offers a wide range of professional services focused on providing cutting-edge solutions with the customer at the forefront of every decision we make. Solving complex business challenges is our passion — we provide effective, practical solutions that can increase productivity, and decrease costs. MicroTech has developed a well-earned reputation for best-in-class services and solutions using a repeatedly proven ISO 9001:2015 Quality Management System (QMS), ISO 20000 IT service management certification, and ITIL® management qualified business processes. We offer great pay, amazing benefits, and our company culture is strong. MicroTech is devoted to people development and providing high achievers opportunities to grow professionally. As an employee, you are surrounded by intelligent, driven colleagues and have the benefit of a culture that is focused on bringing out the best in everyone. Our benefits include: • Insurance (medical, dental vision) • Paid Leave (15 days per year for those with less than three years of service, 20 days off for those with more than three years of service) • 401k Plan with Employer Matching Contribution • 10 Company-Paid Holidays • Tuition Assistance • Voluntary Benefit Programs • Corporate Discounts MicroTech is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classes.
