Job description

MetroStar Systems is looking for a* Part-Time Service Desk Technician *that is passionate about providing top tier customer support to end users in a fast paced and dynamic 24x7x365 environment. If you want to join a company that values customer service in IT systems and are open to commuting to Rosslyn, VA we want you to work for MetroStar.
Our Diplomatic Security Enterprise Operations Support Program Team is responsible for providing technical Service Desk support to the Department of State. Come be a game changer and join our team! MetroStar's inclusive community and unique culture have garnered us numerous awards including this year's recipient of IDG's Insider Pro and Computerworld's 2021 Best Places to Work in IT award, which recognizes IT companies with outstanding workplaces and cultures for technology professionals. This year marks the tenth year of MetroStar receiving this prominent award. In addition to this, we have also been awarded Inc Magazine's Best Places to Work, Washington Post's Top Workplaces, and Computerworld' Best Places to Work (8x awardee).
Don't meet every single Must Have? 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 past 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
You're a great fit if you:

• Use ServiceNow to manage and monitor service requests
• Like learning and possess a willingness to lean about technology
• Enjoy resolving problems associated with application support, password resets, and providing tier 1 and 2 support to end users
• Are passionate about problem solving, providing the best resolutions in the shortest period of time possible, and providing superior customer support
• Can manage and coordinate direct customer interactions from incoming calls, walk-up's, emails, support calls, and via third-party

You'll love our opportunity if you have: (This is the stuff you MUST have to be a fit)

• 2 years of experience with ServiceNow
• 2 years of experience doing Help Desk operations
• Ability to learn quickly and follow detailed technical instructions
• Excellent oral and written communication skills
• A high school diploma
• An active an active Secret clearance (clearable up to Top-Secret)

We'll REALLY love it if you have: (This is the bonus stuff that makes you stand out)

• An ITIL certification or other technical certifications
• experience with documentation
• knowledge as a Tier 2 Help Desk Technician

What your day will look like.

• You'll provide technical support and troubleshooting to network, desktop, and/or systems hardware and software
• You'll also provide technical assistance via phone, email and additionally in person, as required
• You'll provide ad-hoc equipment and software tutorials
• You'll monitor service desk queues and assign tickets to Deskside Support team members based on volume and skill set
• You'll integrate knowledge management and training in ServiceDesk operations Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software

The Admin Stuff: 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.
The Legal Stuff: 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.

Job Type: Part-time

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