IT Service Desk Specialist – Level I – MEADE

Systems Plus • Full-time • Fort Meade, MD, US • 3d ago

Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments.

Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide.

Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today.

Position Title

IT Service Desk Specialist – Level I – MEADE

Position Type

Full Time, Onsite

Position Location

Fort Meade, MD

Tracking Code

01139

Daily Responsibilities

Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services.
Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA GSC or initiated by local users).
Answer questions, analyze problems and provide technical assistance.
Direct calls that do not belong to the site back to Tier 1 (i.e., GSC, base/post/installation local support).
Monitor and track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes.
Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations.
Ensure there are processes in place to allow for regular and frequent communication with the GSC to allow for queue management, including resolution and closure of Tier 2 tickets, and escalation of tickets outside of Tier 2 based on evaluation and triage, as necessary.
Professionally communicate with customers while being able to breakdown technical information for customers to understand
Escalate complex technical issues to appropriate MHS-SHD assignment group
Other duties as assigned.

Required: Experience

2 years of experience demonstrating the required proficiency.

Required: Degree

High School Diploma or G.E.D.

Required: Certification

IAT I
CE

Required: Clearance

No clearance needed. Applicant must obtain and maintain a favorable suitability adjudication.

About Systems Plus

Systems Plus is headquartered in Rockville, MD with over 2 decades of experience providing Global Enterprise Management, Technology, Engineering and Professional services and solutions across Defense and Federal Civilian government sectors.

From Discovery to Delivery, Systems Plus brings a greater measure of confidence, commitment and value to our clients. With various Defense and Federal contracts across the United States, Europe and Pacific/Asia, we are driving innovation and excellence within the Special Operations Forces Components and Commands, Defense Health Agency, United States Air Force, United States Marine Corps, National Institute of Standards and Technology, House of Representatives and more.

Through our diverse portfolio of clients and capabilities we power vision and insight—discover what’s possible with a Small Business that thinks BIG!

Interested individuals should email their resume with salary expectations and with a cover letter to careers@sysplus.com .