ValidaTek, Inc

Senior IT Service Desk Specialist

Location US-MD-Fort Meade
ID 2024-01-2082
Category
Information Technology
Position Type
Full-Time
Location Detail
Hybrid

Company Overview

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

Summary

ValidaTek is seeking a Senior IT Service Desk Specialist to support an exciting new program for Soft Switch Backbone (SSBB) Modernization (SSBM) for DISA. This is a brand new program to design, engineer, and deliver a modernized SSBB to replace the current operational SSBB that has reached end-of-life. This program will provide all engineering and related support necessary to develop an SIP (Session Initiated Protocol)-based policy engine routing solution that can ensure continuity of operations in the event of a single policy engine and/or SBC failure. Support for this effort is largely remote with occasional on-site support at DISA HQ, Ft. Meade, MD.

 

Provides technical assistance and training to system users. Responds to users' requests for assistance by phone, in person, and online. May staff a help desk, information center and/or provide on-site support. May Install and modify personal computer, network hardware, software, and peripherals. Diagnoses hardware, software, and operator problems and takes remedial actions, escalates and/or recommends procedural changes. May load and configure operating systems and applications such as word processing, database, spreadsheet and other applications. Requires comprehensive knowledge of stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.

Responsibilities

  • Maintain and troubleshoot devices and systems, hardware, and software.
  • Follow maintenance protocols to ensure systems are secure and ready for users.
  • Coordinate the set-up of data services, as well as phone, computer, and printer installation.
  • Perform analyses, create reports, and implement emergency plans.
  • Participate in root cause analysis and communicate findings to customers.
  • Prioritize projects, identify goals, determine budget, and assign staff to reach goals.
  • Help oversee daily operations including schedules, escalations, and reporting.
  • Maintain performance metrics and survey targets for quality service delivery.
  • This is not intended to be an all-inclusive list of job duties and responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications

  • DoD Secret clearance
  • 5+ years of experience in providing technical support and troubleshooting in an IT service desk environment.
  • Strong knowledge of government IT policies, security protocols, and compliance requirements
  • Excellent leadership and team management skills, with a track record of at least two years of effectively leading and motivating teams
  • Exceptional communication skills, both written and verbal, with the ability to communicate technical information to non-technical stakeholders and experience with service management tools and ticketing systems
  • IT certifications such as CompTIA A+, ITIL, or relevant vendor certifications and strong problem-solving skills and the ability to remain calm under pressure. 

EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.

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