Dexian Government Solutions is recruiting for an IT Service Desk/Knowledge Base Manager IV to support our contract at the Defense Health Agency (DHA) GSP TO7 in ATAMMC, Fort Belvoir, VA.Location: 9300 DeWitt Loop, Fort Belvoir, VA 22060
Position Overview:- The IT Service Desk/Knowledge Base Manager IVprovides intermediate help desk support, acts as the primary escalation point for user-reported problems, provides stagger/flex coverage, and participates in the On-Call/Call-Back rotation for Customer Support Services.
Job Duties:- Provide technical assistance and support to end-users for hardware, software, and system issues via phone, email, or MS Teams.
- Act as the primary contact and escalation point for resolving user-reported computer problems, from basic to highly complex.
- Provide stagger/flex support during peak times or periods of reduced staffing.
- Manage all tickets within the DHA ticketing system (ServiceNow), adhering to the ATAMMC Service Catalog and performance metrics.
- Handle the ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
- Provide comprehensive desk-side and remote assistance to resolve hardware and software issues.
- Support root cause analysis for all critical events.
- Provide on-site support for troubleshooting, configuration, patching, and installation of authorized hardware and software.
- Assist users with CAC pin resets and support in-processing and out-processing of employees.
- Support the complete lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.
- Manage and sustain operating systems and provide Active Directory (AD) administration.
- Maintain workstation and laptop security baselines.
- Maintain and update the Service Desk Issuance SOP.
- Create and manage articles in the ATAMMC Knowledge Base.
- Participate in On-Call/Call-Back rotation for Customer Support Services.
Required Qualifications:- 4+ Years of progressive experience in IT service desk or desktop support.
- Bachelor's degree in Computer Science, Information Technology, or a related field and/or equivalent years of experience.
- Experience resolving hardware, software, and operating system issues for end users.
- Experience with enterprise IT ticketing systems such as ServiceNow.
- Experience with Windows operating systems, Active Directory administration, and desktop support.
- Experience supporting CAC-based authentication environments.
Required to Start:- Certification Requirements: a Current IAT II Certification with ce designation is required to Start.
- Clearance Requirements: a Current/Active DOD Secret Clearance is required to Start
BenefitsOur robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!
