Service Desk Technician

Vamonos IT, is seeking an experienced Service Desk Technician to join our team.

You will assist in troubleshooting M365 related issues, with a focus on Power Platform, Outlook, SharePoint and Teams.

This role is largely responsible for providing operational support services to our government customer’s end users.

This role is mostly remote, but it will require onsite travel to Ashburn, VA on a regular basis (monthly to semi-monthly).

• Own, track and resolve Information Technology (IT) incidents and requests using Service Now ticketing system.
• Fulfill requests and resolve incidents to ensure service-related issues are identified and resolved within established Service Level Objectives (SLO’s).
• Respond to alerts and escalations and working with both end user and engineering teams to develop strategic solutions to recurring problems.
• Provide knowledgeable Tier II support for IT incidents by utilizing the pre-existing Knowledge Base, Standard Operating Procedures (SOP’s), Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SMEs) along with troubleshooting techniques to provide the appropriate actions.
• Assist in troubleshooting issues related to Power Platform: PowerApps, Power Automate, and Power BI.
• Provide a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.

• Must possess or be able to complete Department of Homeland Security Public Trust Investigation.
• High School Diploma with some relevant experience.
• Possess excellent verbal and written communication skills.
• A proven track record of providing exceptional customer service.