Service Desk Support - Mid-Level

@ Redhorse Corporation
Redhorse Corporationredhorsecorporation.com

Service Desk Support - Mid-Level

Washington, DC
Posted 1 week ago

About the job

Redhorse Corporation provides data insights and tech solutions for U.S. mission-critical projects. The role involves supporting classified systems, troubleshooting, and customer service with a focus on secure environments.

Requirements

  • Active Top Secret/SCI clearance
  • 3+ years IT support experience
  • Experience with ticketing systems
  • Customer service background
  • Strong communication skills

Qualifications

  • Bachelor's in IT or related field
  • ITIL/ITSM knowledge
  • Experience with Windows 11
  • Professional communication skills

Full job description

About the Organization

Now is a great time to join Redhorse Corporation. We are a solution-driven company delivering data insights and technology solutions to customers with missions critical to U.S. national interests. We’re looking for thoughtful, skilled professionals who thrive as trusted partners building technology-agnostic solutions and want to apply their talents supporting customers with difficult and important mission sets.

Redhorse Corporation is seeking a Mid-Level Service Desk Support Engineer to provide responsive, high-quality technical support to NSB and priority program end users operating in secure environments. In this role, you will serve as a key point of contact for users requiring assistance with Bridge SECRET and Top Secret (TS) applications, troubleshooting technical issues, resolving service requests, and ensuring users can effectively access and utilize mission-critical systems. The ideal candidate is a customer-focused technical professional who thrives in a fast-paced environment, communicates effectively with both technical and non-technical users, and is comfortable supporting sensitive systems and applications across classified networks.


Responsibilities

  • Serves as the first point of contact for users reporting IT application issues or submitting 
    service requests through ticketing systems, email, and/or phone inquiries.
  • Performs user administration tasks such as account creation, password resets, and permissions management.
  • Supports incident and request management: Log, categorize, and prioritize all incidents and service requests.  Diagnose, troubleshoot, and resolve user problems with usage and glitches. Escalate unresolved problems to the appropriate higher-level support teams. Document issue resolution and maintain service desk records.
  • Supports documentation and knowledge sharing: Guide users through troubleshooting steps and provide training on how to use IT systems. Update and maintain documentation and knowledge bases for common issues and solutions. Provide user training, create FAQs, and draft announcements.
  • Monitors system performance to ensure optimal functioning.  
  • Generates reports on incident trends and service support performance metrics to identify areas for improvement.  
  • Coordinates with other IT teams, such as development, engineering, and networking, to resolve issues.
  • Standard Hours of Operation are between 7:00am – 6:00pm EST (8 hour shift - flexible between core hours (ex. 8-4 or 9-5), Monday through Friday. May require occasional support outside of normal business hours to support critical incidents. 

Required Qualifications

  • Must have Active Top Secret/SCI clearance.
  • 3+ years experience of IT technical support or service desk experience in a professional or enterprise environment.  
  • 3+ years experience using ticketing systems, such as JIRA.  
  • 3+ years of customer service-oriented experience supporting remote users or working in a multi-location organization.  
  • 3+ years experience working independently, within a team environment and taking initiative to resolve issues.
  • 3+ years’ experience supporting incident management, and documentation, knowledge sharing, and user and systems administration.
  • Possess strong verbal and written communication skills, and interact effectively at all levels within the organization
  • 1+ years experience and knowledge of ITIL and ITSM frameworks. 
  • 1+ years experience using Windows 11 and MS Office Suite (Word, Excel, Power Point and Outlook) 

Desired Qualifications

  •  Bachelor’s degree from an accredited college or university in Computer Science, IT, Information Systems, or other degree in a related field.
  • CompTIA A+, ITIL Foundations, or other relevant IT certifications.

The salary range provided for this position represents the anticipated base salary for successful candidates. Actual compensation will be determined based on a variety of factors, including relevant experience, education, certifications, skills, security clearance level, geographic location, market conditions, and internal equity. In addition to base salary, eligible employees may participate in Redhorse's comprehensive benefits programs and may be eligible for performance-based or other incentive compensation, where applicable.

Redhorse Corporation is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Talent Acquisition at Talent-Acquisition@redhorsecorp.com

Redhorse Corporation shall, in its discretion, modify or adjust the position to meet Redhorse’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in Redhorse’s sole discretion.

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