Service Desk Technician

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    "datePosted": "2026-04-10T04:00:00.000Z",
    "description": "<h2>Overview</h2>\n<ul>\n <li><p>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.</p></li>\n</ul>\n<h2>Responsibilities</h2>\n<ul>\n <li>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.</li>\n <li>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.</li>\n <li>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.</li>\n <li>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.</li>\n <li>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).</li>\n <li>Answering Help Desk calls, assist customers in troubleshooting issues in software applications, document support requests in automated tracking systems and defect tracking systems</li>\n <li>Communicate and meet with government personnel</li>\n</ul>\n<h2>Qualifications</h2>\n<ul>\n <li>High School diploma</li>\n <li>Active Secret Clearance</li>\n <li>U.S. Citizenship Required for the purposes of obtaining/holding a U.S. security clearance</li>\n <li>Proficient in MS Teams</li>\n <li>Familiarity with Jira</li>\n <li>Familiarity with Citrix/Remote Desktop protocol applications</li>\n <li>Familiarity with SQL Server Management Studio (SSMS)</li>\n <li>Familiarity with Relational Database management systems (RDBMS) and basic SQL queries</li>\n</ul>\n<p> </p>\n<h2>Pay Transparency Statement</h2>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.\n<h2>EEO Statement</h2>EEO Race/Sex/Disability Status/Veteran Status",
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