As the Sr. Service Desk Technician I, 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!

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.
• Hands-on experience as a Service Technician providing Tier 1 and Tier 2 support.
• 3-5 years of general IT experience, including 2+ years in a Windows environment.
• 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.

SALARY RANGE: $82,000 - $101,000

The salary range for this position is determined based on qualifications, skills, and relevant experience. The final salary offered will be determined based on several factors including:

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:
• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses

To apply for this position, please submit your resume via the form below or through our careers page: https://www.metrostar.com/jobs/

Application Deadline: Applications will be accepted on a rolling basis until the position is filled; candidates are encouraged to apply as early as possible for full consideration.

Additional Compensation: This role may also be eligible for bonuses and/or additional incentives based on individual and company performance.

Benefits: All full-time employees are eligible to participate in our benefits programs:

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off (PTO) and holidays
• Parental Leave and dependent care
• Flexible work arrangements
• Professional development opportunities
• Employee assistance and wellness programs

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.

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