As a Sr. Service Desk Technician I, you will play a pivotal role in our organization'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 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:

• 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, as well as mentorship for junior service desk technicians.
• 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.
• Continuous Improvement: Actively participate in team meetings and contribute ideas for process improvements and enhancements to the IT support environment.
• Evolve help desk operations into a managed service.

What you’ll need to succeed:

• 4 years of experiencing working within Help Desk and Service Desk environments.
• Bachelors’ degree in Information Technology or equivalent technical field.
• Defines and executes 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 inherit 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.
• Proficiency in operating systems (Windows, macOS, Linux) and common productivity software.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional customer service through professional and courteous interactions.
• Exceptional verbal and written communication skills.
• Strong problem-solving abilities, adaptability, and the ability to work effectively under pressure.

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.

Don’t meet every single requirement? 

Studies have shown that women, people of color and the LGBTQ+ community are less likely to apply to jobs unless they meet every single qualification.  At MetroStar we are dedicated to building a diverse, inclusive, and authentic culture, so, if you’re excited about this role, but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to go ahead and apply.  We pride ourselves on making great matches, and you may be the perfect match for this role or another one we have. Best of luck! – The MetroStar People & Culture Team

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.

MetroStar Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of MetroStar Systems.

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