Service Desk Technician (6892)
Metrostar Systems
Salary undisclosed
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Description
As a Service Desk Technician, you’ll provide onsite 24x7x365 ITIL-based Service Desk focused on mission-critical incidents at Post and VIPs. You'll also monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set, 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:
- Provide support to end users for either PC, server, or applications and hardware
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
- Simulate or recreate user problems to resolve operating problems and serve as a liaison with customers and our clients to resolve issues, track problems and provide solutions.
- Provide technical assistance via phone, email and additionally in person, as required.
- Provide ad-hoc equipment and software tutorials, as well as perform daily quality checks and produce a weekly report.
- Monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set.
- Integrate knowledge management and training in ServiceDesk operations.
What you’ll need to succeed:
- 2 years of experience with ServiceNow and/or Remedy.
- 2 years of experience doing Help Desk operations.
- Knowledge/experience in resolving problems associated with hardware and software issues that may result from PCs, Server, mainframe, application
an understanding of PC hardware and connectivity components, a strong knowledge of Windows 7 and Windows 10, and experience supporting monitoring tools. - A high school diploma.
- An active an active Secret clearance (clearable up to Top-Secret).
SALARY RANGE: $50,000 - $60,000 (Hourly Rate: $24.04 - $28.85)
The salary range for this position is determined based on qualifications, skills, and relevant experience. The final salary 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
Application Deadline: Applications will be accepted on a rolling basis until the position is filled; candidates are encouraged to apply as early as possible for full consideration.
Additional Compensation: This role may also be eligible for bonuses and/or additional incentives based on individual and company performance.
Benefits: All full-time employees are eligible to participate in our benefits programs:
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and holidays
- Parental Leave and dependent care
- Flexible work arrangements
- Professional development opportunities
- Employee assistance and wellness programs
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.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment based on merit and without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law.
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.
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Benefits
- vision insurance
- 401(k)
- paid time off
- stock options
- parental leave
- professional development
About this role
Metrostar Systems is looking for a Service Desk Technician to staff a 24/7/365 help desk operation in Rosslyn supporting federal government clients. The role centers on managing mission-critical incidents for high-priority users, triaging service desk tickets, and coordinating with a Deskside Support team. You'll troubleshoot hardware and software issues across PCs, servers, and applications, working with end users via phone, email, and in-person support. The position also involves queue monitoring, ticket assignment based on team capacity and expertise, and producing weekly quality reports.
To succeed, you'll need two years of hands-on help desk experience and two years working with ServiceNow or Remedy ticketing systems. Solid knowledge of Windows 7 and 10, PC hardware, connectivity, and monitoring tools is essential. An active Secret clearance (or clearability to Top Secret) is required. A high school diploma meets the baseline education requirement.
The salary range is $50,000–$60,000 annually, with eligibility for performance bonuses, company-paid training, and referral incentives. Full-time benefits include health, dental, and vision coverage, a 401(k) match, PTO, parental leave, and professional development support. This is an in-office role with applications reviewed on a rolling basis.
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Pay for this role
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