Service Desk Technician (5751)

AsService Desk Technician, you'll play a pivotal role in our program's IT support infrastructure, providing leadership and expert technical assistance to resolve complex issues and ensuring the seamless operation of our technology systems while evolving help desk operations into a managed service. In this role you will apply your deep understanding of IT concepts and exceptional problem-solving skills in support of a federal agency, with the goal to make an impact across the federal government.

We know that you can't have great technology services without amazing people. At MetroStar, we are obsessed with our 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:

• Interact daily with customers at all levels to support a variety of service desk needs.
• Serve as a leader on the team to provide exceptional customer service and technical support, and mentor service desk technicians to do the same.
• Investigate and resolve complex technical issues escalated from Tier 1 and Tier 2 support teams. This includes problems related to hardware, software, network, and peripheral devices.
• Take ownership of critical incidents, prioritize them, and work diligently to minimize downtime and disruptions. Provide timely and effective communication to stakeholders during incident resolution.
• Maintain accurate and up-to-date documentation of technical processes, procedures, and issue resolution steps. Contribute to the development and improvement of knowledge base articles.
• Provide training and guidance to Tier 1 and Tier 2 technicians.
• Take a proactive view of complex issues that may occur across the applications, environments, and teams and provide recommendations for resolution and prevention.
• Serve as the final point of escalation for complex technical issues. Collaborate with other IT teams and vendors as needed to resolve problems efficiently.
• Assist in system upgrades, patches, and maintenance activities. Ensure that systems are operating at peak performance and security standards are met.
• Monitor network and system performance, proactively identifying and addressing potential issues. Generate reports and analysis to identify recurring problems and opportunities for improvement.
• Stay current with security best practices and assist in ensuring the organization's IT infrastructure is secure from threats and vulnerabilities. Participate in security incident response as required.
• Identify opportunities to improve Service Desk processes, procedures, and work-flows to enhance customer satisfaction.
• Lead by example in delivering exceptional customer service and technical sup-port.
• Continuous Improvement: Actively participate in team meetings and contribute ideas for process improvements and enhancements to the IT support environment.
• Act as subject matter expert (SME) for various processes, systems, applications, and technologies.
• Assist in evolving help desk operations into a managed service.

What you'll need to succeed:

• Ability to obtain and maintain a Public Trust.
• Bachelor's degree in Information Technology or equivalent technical field.
• 4 years of proven experience in Help Desk/Service Desk Customer Support or VIP Support.
• Ability to define and execute engineering activities within a project. These activities may consist of system planning, performance management, capacity planning, testing and validation, benchmarking, information engineering, and developing and staffing a system engineering management plan.
• Knowledgeable in a multitude of software programs to include the design and use of spreadsheets, graphics and reports, database management, design, and development.
• Knowledgeable of the problems inherent in information systems, network security, and data communication.
• Proven experience in a Tier 3 help desk or IT support role, with a strong track record of troubleshooting and resolving complex technical issues.
• Experience with ServiceNow as an Incident Management Platform. ServiceNow Support Specialist Certification is a plus.
• Must be adaptable to a constantly growing environment and be prepared to sup-port both in person and through remote technologies.
• On-site work at client location in Washington, D.C.