Service Desk Technician (5425)

As Service Desk Technician , you’ll serve as the Front Desk Service Desk technician for our Service Desk Team and will greet all in-person customers at the Service Center - providing warm, welcoming customer engagement while inquiring about their technical issues or concerns, with the goal to make an impact across the federal government.

This role supports the Department of State ExecTech contract under the S-Bureau. We support the Secretary himself, including the Undersecretaries, Deputies, and Principals the who's who of the State Department.

We know that you can’t have great without amazing people. At MetroStar, we are obsessed withour people and have led a two-decade legacy of building the best and brightest teams.

Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission : A passion for our people.

Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do :

• Serve as the Front Desk Service Desk technician for our Customer Service Center (CSC) Service Desk Team. You will manage all walk-in requests for support from customers.
• Work with other Service Desk Technicians to respond to on-demand requests for Tier 1 support.
• Work directly with end customers to help them resolve their issues, concerns, or outages, and when needed, you will escalate problems that require additional support.
• Provide outstanding customer service to improve customer satisfaction and relationships, learning customers’ names and greeting them with personal recognition.
• Respond to on-demand requests for Tier 1 support for our clients.
• Work directly with customers to help them resolve their issues, concerns, or outages and, when needed, you will escalate problems that require additional support.
• Provide responsive information to basic inquiries, concerns, status requests, and introductory information regarding S / ES-ExecTech products or services.

What you’ll need to succeed :

• An active Top-Secret clearance.
• At least five (5) years of IT experience with at least three (3) years as a Service Desk Technician (Tier 1).
• Available to work onsite five (5) days a week in Washington, DC, Monday-Friday 8 am-5 pm.
• Experience with ServiceNow and / or Remedy, answering the phone and logging initial tickets on behalf of callers.
• Experience serving as a user liaison for basic computer system end-user operations (i.e., system sign-on, Active Directory, menu and help systems, Microsoft Office programs, Outlook user profiles, telecommunications, and troubleshooting of computers and printers).
• Experience with Mobile Device Management (MDM) software for provisioning and managing mobile devices.
• An understanding of PC hardware and connectivity components, a strong knowledge of Windows 10, and experience supporting monitoring tools.
• Experience managing ticket queues and assigning and tracking tickets through the support life cycle.
• Experience with knowledge management activities, such as updating a knowledge base, SOPs, and other technical documentation.

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.

Don’t meet every single requirement?

Studies have shown that women, people of color and the LGBTQ+ community are less likely to apply to jobs unless they meet every single qualification.

At MetroStar we are dedicated to building a diverse, inclusive, and authentic culture, so, if you’re excited about this role, but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to go ahead and apply.

We pride ourselves on making great matches, and you may be the perfect match for this role or another one we have. Best of luck! The MetroStar People & Culture Team

What we want you to know :

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

MetroStar Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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

Furthermore, they do not establish a contract for employment and are subject to change at the discretion of MetroStar Systems.

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EEO IS THE LAW MetroStar Systems, LLC (MetroStar) invites any employee and / or applicant to review the Company’s Affirmative Action Plan.

This plan is available for inspection upon request by emailing [email protected]."