Service Desk Representative

VTG is looking for a Service Desk Representative in Vienna, VA, to provide Tier 1 and Tier 2 Technical Services. The Service Desk Representative is first shift, working 6:00 AM to 2:30 PM, Monday through Friday. It is 100% onsite.

The Service Desk Representative is responsible for performing daily operations of the service desk as a part of the service desk team.

• Providing answers to general IT-related questions.
• Managing the customer's ticketing queue.
• Tier 1-2 troubleshooting.
• Solving issues such as password resets, RSA tokens, or PKI certifications.
• Notifying users of service disruptions.
• Implementing technical refresh of user equipment, to include workstations, monitors, switch boxes and card readers.
• Provide information to customer logistics for (all equipment which requires inventory transactions when moved or decommissioned.
• Maintaining accurate records for shelf stock and notifying the government when inventory reaches reorder points.
• Imaging workstations to the latest operating systems.
• Installing COTS software.
• Installing virus updates on stand-alone systems.
• Supporting hourly monitoring checks and escalating issues to the appropriate solver team.
• Receiving and troubleshooting calls from international and remote users for issue resolution.
• Escalating issues to the customer that require more advanced technical knowledge.
• Troubleshooting hardware issues on workstations, printers and other peripherals to include assessing system health, replacing components and submitting warranty claims with the vendor.

• Top Secret clearance is required.
• Must be able to obtain a TS/SCI Poly Clearance level.
• 4 years experience required in IT, preferred.
• Ability to perform Tier I and II troubleshooting, Resolve issues such as password resets, RSA tokens, or PKI certifications.