As Service Desk Technician, you’ll with the goal to make an impact across the federal government. Our team is responsible for ensureing our customers have access to the best Tier 1 and Tier 2 support to maintain full operational capability and achieve their mission. Our team provides Tier 1 and Tier 2 support to over 800 high-profile Federal Customer executives worldwide. If you're passionate about making a difference in the federal government and open to commuting to Washington, DC, MetroStar is the place for you!

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:

• Receive, document, triage, escalate, and respond to all customer requests within acceptable timeframes, as defined by current Service Levels (Tier 1 and Tier 2 support).
• Document, prioritize, and escalate issues using the Help Desk ticketing system, ensuring appropriate resolutions are implemented.
• Collaborate with external vendors, as needed, to coordinate the procurement and repair of personal computer equipment and printing technologies.
• Communicate system alerts, outages, planned upgrades, restoration activities, and technology asset management updates to relevant departments and groups.
• Perform laptop, tablet, and desktop support, including software/hardware configuration, troubleshooting, and repair. Support desktop initiatives and projects as necessary.
• Maintain the technical competency required to address common Help Desk inquiries. Provide support for line-of-business applications, Windows applications, and common printing and network issues.
• Participate in Infrastructure Team meetings and meet regularly with Technology managers to discuss activities, solutions, and improvement recommendations.

What you’ll need to succeed:

• Hands-on experience as a Service Technician providing Tier 1 and Tier 2 support.
• Strong analytical and problem-solving skills with a passion for troubleshooting.
• Experience with diverse technologies and systems.
• Exemplary telephone and communication skills.
• Commitment to delivering outstanding customer service.
• 3–5 years of general IT experience, including 2+ years in a Windows environment.
• Ability to document detailed and accurate logs of user interactions using a Service Desk Automated Tool (e.g., ServiceNow).
  • Expertise in end-user operations, including but not limited to:
    -System sign-on, Active Directory maintenance, and Exchange.
    -Microsoft Office programs, including Outlook.
    -PC hardware, printers, scanners, peripherals, and mobile devices (iOS, Android).
    -Client PC connectivity (Ethernet, TCP/IP, VPN).
    -File server knowledge.
• Experience supporting mobile devices and managing them via Microsoft Intune Mobile Device Management (MDM) software.
• Availability for the following shifts: 12PM to 8PM, Monday, Tuesday, Thursday, and Friday in Washington, DC.
• Active Top-Secret clearance with SCI eligibility.

Hourly Rate: $30.77– $35.58 

The hourly rate for this position is determined based on qualifications, skills, and relevant experience. The final hourly rate offered will be determined based on several factors including: 

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:
• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses