Requisition Number: 2020-07-005
Job Title: Senior Service Desk Technician
City: Arlington
State: VA

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Senior Service Desk Technician

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Description/Job Summary

SBD is seeking a Sr. Help Desk Technician to join our team in support of our DoD customer in Arlington, VA. 

  • Under direct supervision, provides support to end-users for PC, server or mainframe applications, and hardware. May interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Refers more complex problems to appropriate personnel.
  • Provide desk side support to end users. This support includes Active Directory, software installs and patching, VIP-level field support to high-ranking government personnel, and providing SIPR room support.
  • Provide incident management for all enterprise incidents and timely return to service requirements for users and the enterprise.
  • Re-establish the new user profiles and drive mappings.
  • Provide exceptional customer service by patiently assisting end-users through a complex process

Required Qualifications

  • Bachelor’s Degree and Five plus (5+) years’ relevant experience in System and Application support. An additional 4 years of experience may substitute for a degree.
  • Ability to solve problems/troubleshoot and provide end-user support
  • Ability to communicate clearly verbally, and in written form at all levels of the program including client leadership
  • Familiarity with MS Office products
  • Familiarity with Service Desk ticket generation and tracking systems and processes
  • Must be a US Citizen with an active DoD Secret or Interim DoD Secret Clearance
  • Must be DoD 8570 IAT Level II Compliant – must have one of the following: CCNA Security, CSA+, GICSP, GSEC, Security+ CE, SSCP
  • In addition to the above certifications, must also have an applicable computing environment certification such as MCSA, Server+, CCNA, or other Microsoft or Cisco certifications as approved by the customer.
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ACCESSIBILITY NOTE: SBD is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is SBD’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, SBD will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made SBD aware of his/her disability, unless doing so would cause an undue hardship to SBD.  If you are an applicant and need a reasonable accommodation when applying for job opportunities within SBD, or request a reasonable accommodation to utilize SBD’s online employment application, please contact

EQUAL OPPORTUNITY EMPLOYER: SBD is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at SBD will be based on merit, qualifications, and abilities. SBD does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age or any other characteristic protected by law (referred to as "protected status").