Service Desk Technician - JBA

Job Description

Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

CERTIFICATIONS:

DOD 8570 IAT-II certification (SECURITY+ CE or equivalent) - required certification

DAY SHIFT: 100% Full time onsite at Joint Base Andrews, JBA (MD)

PRIMARY RESPONSIBILITIES

Provide exceptional customer service through multiple channels (phone, email, and web), ensuring prompt and professional responses to user inquiries.

Greet customers, assess the nature of their issue, and resolve Level 1 problems whenever possible.

Utilize a ticketing system (Remedy, Service Now) to log and manage user issues, ensuring accurate and timely updates.

Analyze and troubleshoot technical problems, identifying the root cause and categorizing issues by type (e.g., hardware, software, applications, telecommunications, desktops, mobile devices, printers).

Collaborate with internal teams to determine the best course of action for resolving issues, including equipment replacement under warranty.

Continuously update assigned tickets, coordinate with relevant teams, and communicate status updates to users and stakeholders.

Verify problem resolution prior to closing tickets, ensuring that issues are fully resolved, and users are satisfied.

Escalate complex issues to higher-level support teams when necessary, ensuring seamless handoff and minimal disruption to users.

Work towards incident response and resolution targets within an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).

MINIMUM QUALIFICATIONS

Associate Degree or 2 years applicable experience may be substituted for a degree.

Active DoD Secret clearance and ability to maintain clearance required

Active CompTIA Security+ CE certification

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

EQUAL OPPORTUNITY EMPLOYER

KaylaTek is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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 (I-9) upon hire. KaylaTek participates in the DHS e-Verify program. KaylaTek also conducts background checks (criminal, education, prior employment and professional certifications/licensing) on all candidates post offer though PROScreening LLC.

The Air Force National Capital Regional (AFNCR) IT Services Contract also requires pre-employment drug testing and annual drug testing for all hires to work on contract with the Air Force. This is at no cost the candidate/employee

Full-time