Coalition Support Service Desk Technician

Responsibilities

• Provide polite, professional, and responsive customer service.
• Offer daily face‑to‑face and remote support to U.S. military, civilian personnel, NATO and partner nation users.
• Serve as the first contact for hardware, software, and application incidents, aiming to resolve Tier I issues.
• Escalate detailed incidents to Tier II or Tier III as required.
• Screen, refer, and diagnose internal inquiries related to personal computer maintenance.
• Receive calls and work with remote customers to provide first‑call resolution when possible.
• Create and manage tickets for support and incident requests via phone, e‑mail, and the ServiceNow incident database.
• Document incident status and solutions.
• Maintain current knowledge of computers, printers, laptops, and common Windows applications.
• Guide customers on account requests, e‑mail, home directories, file access/storage, and other local procedures.
• Perform LevelI/II Active Directory functions such as unlocking, creating, and issuing accounts.
• Provide answers to frequently asked questions and support a customer self‑help capability.
• Create and maintain standard operating procedures (SOPs) or other guides to assist with troubleshooting.
• Follow up with customers to ensure completion of incident resolution or request fulfillment.
• Remotely configure and upgrade computer software.
• Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provide guidance and leadership to less experienced technicians, with limited supervisory responsibilities.
• Analyze customer needs to determine functional and cross‑functional requirements.
• Maintain current knowledge of relevant technologies as assigned.
• Participate in special projects as required.
• Occasionally perform network, system, information‑assurance, and logistics duties.
• Work shift schedules that may include nights, days, afternoons, weekends, and holidays.

Qualifications

• Five (5+) years of system administration, technical support, or troubleshooting experience.
• Bachelor’s degree (or equivalent experience) may substitute for additional experience.
• Must possess and maintain a Secret clearance.
• Must meet DoD 8570 requirements and be eligible for IAT levelII access upon hire for positions with elevated privileges.
• Active Security+ CE certification and a computing environment training certificate.
• Strong teamwork and professional customer‑relationship skills.
• Experience supporting multinational customers and operating in deployed environments is preferred.
• ITIL Foundations v4 certification is preferred.
• Additional specific certifications may be required based on assignment.
• Physical ability to handle light materials, boxes, or equipment.

Compensation and Benefits

Likely hourly rate: $29.52–$31.51. Actual salary will be set based on experience, geographic location, and contractual requirements. International assignments may include allowances, premium uplifts, and/or relocation or transportation benefits.

• Health, dental, and vision plan options, including Health Savings Accounts.
• 401(k) plan with company match, pre‑ and post‑tax contributions within IRS limits.
• Short‑ and long‑term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel insurance.
• Paid time off: vacation, sick, personal, holidays, parental, military, bereavement, and jury duty leave.
• Full‑flex work weeks where possible and a variety of paid time‑off options.
• Supportive benefits package reviewed regularly to remain competitive.

#J-18808-Ljbffr…