Enterprise Service Desk Specialist - Dutch Ridge Consulting Group

Enterprise Service Desk Specialist

Company Overview

Dutch Ridge Consulting Group, LLC (DRCG) is an ISO 9001:2015, Department of Veterans Affairs (VA) Certified Veteran Enterprise (CVE), Service-Disabled Veteran-Owned Small Business (SDVOSB). DRCG provides technical support staff at ten locations throughout the United States with corporate offices in Beaver, Pennsylvania and Ashburn, Virginia. DRCG offers expertise in Systems Integration (SI), Information Technology (IT) solutioning, Program Management, Risk Management, Business Process Reengineering (BPR), Requirements Engineering, Workflow Solutioning, and Business Consulting Services. Established in 2016, DRCG is 100% US owned, and has over 50 employees (97% hold a Secret clearance or higher). DRCG optimizes client investments by leveraging expertise to better manage the growth and transformation of existing IT environments.

Description

*Contingent on Contract Award*

Seeking a highly motivated Enterprise Service Desk Specialist to support a federal customer. Our team will provide network and IT infrastructure architecture and engineering consulting services, technical writing, day-to-day operations, system engineering for program enhancements, training, and support of the Information Technology (IT) program. The Enterprise Service Desk Specialist will support organizational users to include individuals with disabilities.

Responsibilities

• Provide Tier 1 (basic) and Tier 2 (intermediate) support
• Maintain detailed processes, activities, and escalation paths
• Provide Help Desk Support
• Provide end-to-end problem tracking and resolution
• Field support calls
• Assign trouble ticket to appropriate team
• Record problem summaries and maintain knowledge base
• Submit customer satisfaction surveys
• Provide file/print support

Requirements

• Must have experience supporting individuals with disabilities including visual impairment
• Five+ (5+) years of experience
• Bachelor's degree in relevant field
• Experience with enterprise systems and cloud systems (M365, AWS, Google)
• Experience with providing help desk support on IT hardware and software
• Experience with providing help desk support on applications
• Experience with accurately recording and tracking calls using help desk software

Location

Ashburn, VA and/or Remote