As
Service 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 withour 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.
Like we said, we are big fans of our people. That’s why we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits. Plus, check out our accolades.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment based on merit and without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law.
What we want you to know:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
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Life at MetroStar
MetroStar is a digital services and management consulting company specializing in emerging technologies within the public sector. MetroStar is a mission accelerator - we embrace disruptions in tech to propel progress. Through our user-centric capabilities, we create new paths to government innovation and shape thoughtful outcomes for the people. We are eclectic – coders, creatives, strategists, and everything in between. To find out why we love what we do and to search our open positions, visit us at metrostar.com/join-us
Thrive Here & What We ValueGenerous Benefits Package | Professional Growth Opportunities | Valuable Time to Recharge | Commitment to Non-Discrimination | Accolades for being a great place to work.</s> | 1. Passion for People | 2. Value for Customers | 3. Generous Benefits Package | 4. Professional Growth | 5. Valuable Time to Recharge</s> | 1. Passion for our people | 2. Value for our customers | Generous benefits package, professional growth, and valuable time to recharge. | Commitment to non-discrimination: All qualified applicants will receive consideration for employment based on merit and without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law.</s> | 1. A Passion for Our People | 4. Professional Growth Opportunities | 5. Time to Recharge</s> | 1. Passionate about our people | 3. Generous benefits package, professional growth, and valuable time to recharge.</s> | Accolades</s> | 1. Generous benefits package | 2. Professional growth | 3. Valuable time to recharge | 4. Commitment to nondiscrimination</s> | 5. Valuable time to recharge.</s> | Commitment to Non-Discrimination</s> | 6. Commitment to nondiscrimination</s> | 3. Twodecade legacy of building the best and brightest teams | 5. Generous benefits package, professional growth, and valuable time to recharge.</s> | 2. Professional growth opportunities | 5. Accolades for being a great place to work</s> | 5. Accolades</s> | Value for customers</s> | MetroStar is obsessed with their people and has led a two-decade legacy of building the best and brightest teams. | They live by their mission: A passion for our people. Value for our customers. | They offer a generous benefits package, professional growth, and valuable time to recharge. | They are big fans of their people and have a commitment to non-discrimination.</s> | 3. Commitment to nondiscrimination</s> | 7. Accolades and Recognition</s> | 15. Generous Benefits Package | 16. Professional Growth Opportunities | 17. Valuable Time to Recharge | 18. Commitment to NonDiscrimination</s> | 17. Valuable time to recharge</s> | 3. Generous benefits package, professional growth, and valuable time to recharge</s> | 3. Generous benefits package and professional growth opportunities | 4. Accolades and commitment to nondiscrimination</s> | Dedication to building a diverse, inclusive, and authentic culture</s> | 4. Accolades for being a great place to work</s> | 3. Valuable time to recharge</s> | 1. Passion for People and Value for Customers | 2. Generous Benefits Package | 3. Professional Growth Opportunities | 4. Valuable Time to Recharge | 5. Commitment to NonDiscrimination</s> | 1. Passion for our people and customers | 2. Generous benefits package, professional growth, and valuable time to recharge | 4. Accolades and recognition for achievements</s> | In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. | Not ready to apply now? Sign up to join our newsletter here.</s> | 5. Passion for People | 6. Value for Customers</s> | 1. A passion for our people. | 2. Value for our customers. | 3. Commitment to NonDiscrimination.</s> | A passion for our people and value for our customers</s> | 6. Accolades | 7. Commitment to NonDiscrimination</s> | 3. Generous benefits package and professional growth opportunities. | 4. Time to recharge and commitment to nondiscrimination.</s> | 13. Generous benefits package | 14. Professional growth opportunities | 15. Valuable time to recharge</s> | 4. Generous benefits package, professional growth, and valuable time to recharge.</s> | Accolades for company culture code and benefits</s> | 3. Commitment to NonDiscrimination: All qualified applicants will receive consideration for employment based on merit and without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law. | 5. Passion for People and Value for Customers</s> | Passion for people and customers | 1. Passion for our people and value for our customers | 3. Accolades</s> | All Qualified Applicants Receive Consideration for Employment Based on Merit and Without Regard to Sex, Race, Ethnicity, Age, National Origin, Citizenship, Religion, Physical or Mental Disability, Medical Condition, Genetic Information, Pregnancy, Family Structure, Marital Status, Ancestry, Domestic Partner Status, Sexual Orientation, Gender Identity or Expression, Veteran or Military Status, Status as a Protected Veteran, or Any Other Status Protected by Applicable Federal, State, Local, or International Law</s> | 4. Commitment to nondiscrimination.</s> | 5. Passionate about our people and building the best and brightest teams.</s> | Autonomy and support to build something meaningful | Leadership that values bold thinking</s> | 4. Professional growth and valuable time to recharge | 1. PeopleFirst Culture that Values Innovation and Collaboration | 5. Mentorship from Leaders Who Have Successfully Transitioned from Government to Industry</s> | Commitment to non-discrimination and equal employment opportunity for all qualified applicants</s> | 5. Professional growth | 6. Valuable time to recharge</s> | 5. Professional growth opportunities
