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Service Desk Technician

AMERICAN SYSTEMS

Keyport, Washington

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JOB DETAILS
SALARY
SKILLS
Analysis Skills, Atlassian JIRA, Bug Tracking/Defect Management, Citrix Product Family, Customer Support/Service, Documentation, Federal Contracts, Federal Government, Frequently Asked Questions (FAQ), Government, Government Contracts, Help Desk, High School Diploma, Identify Issues, Information Technology & Information Systems, Knowledge Base, Maintenance Services, Microsoft Remote Desktop Services (fka Terminal Services), Microsoft SQL Server, Operations Processes, Procedure Development, Record Keeping, Relational Databases (RDBMS), Resolve Customer Issues, SQL (Structured Query Language), Secret Clearance, Security Clearance, Software Administration, Support Documentation, Systems Administration/Management, Technical Publications, Technical Support, Technical Writing, Telephone Skills, Testing, Track Customer Issues, United States Citizen
LOCATION
Keyport, Washington
POSTED
30+ days ago
Overview:

  • AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Responsibilities:
  • Provide front-line technical support by documenting, tracking, and resolving customer issues, including CAC card registration, command transfers, PIN and password resets, and user account reactivations, following established help desk procedures.
  • Revise and write standardized materials such as reports, manuals, briefs, proposals, instruction books, catalogs, and related technical/administrative publications focused on work methods, procedures, and system usage.
  • Use available technical resources (manuals, catalogs, operating procedures, diagrams, and knowledge base articles) to troubleshoot issues, explain solutions, and guide users through account, access, and system processes.
  • Maintain accurate records of tickets, service requests, resolutions, documentation updates, and revisions; prepare and submit a comprehensive monthly report summarizing help desk activities and trends.
  • Collaborate with supervisors and senior staff to clarify technical information, refine procedures, and improve user-facing documentation and support materials (FAQs, how-to guides, internal process documents).
  • Answering Help Desk calls, assist customers in troubleshooting issues in software applications, document support requests in automated tracking systems and defect tracking systems
  • Communicate and meet with government personnel
Qualifications:
  • High School diploma
  • Active Secret Clearance
  • U.S. Citizenship Required for the purposes of obtaining/holding a U.S. security clearance
  • Proficient in MS Teams
  • Familiarity with Jira
  • Familiarity with Citrix/Remote Desktop protocol applications
  • Familiarity with SQL Server Management Studio (SSMS)
  • Familiarity with Relational Database management systems (RDBMS) and basic SQL queries

 

Pay Transparency Statement: AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $68,328.00/Yr. - USD $68,328/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance. EEO Statement: EEO Race/Sex/Disability Status/Veteran Status

About the Company

A

AMERICAN SYSTEMS

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States, with approximately 1,400 employees nationwide. Based in the Washington, DC, suburb of Chantilly, VA, the company provides systems engineering, technical and managed services to government and private sector customers. AMERICAN SYSTEMS was named “Contractor of the Year” at the Greater Washington Government Contractor Awards in October, 2007.

COMPANY SIZE
1,000 to 1,499 employees
INDUSTRY
Internet Services
FOUNDED
1975

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