Service Desk Technician with Security Clearance

Recro, a Certified Small Business, helps federal agencies achieve their goals through IT infrastructure, cybersecurity, DevOps, cloud services, and digital transformation. We prioritize innovation, employee growth, and a collaborative work environment, guided by our core value - to make a difference. Currently, Recro is seeking a motivated, career and customer-oriented Service Desk Technician join our team in McLean VA. Clearance • T S/SCI FS Poly Responsibilities:

• Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.
• Serve as the front-facing IT support representative, assisting walk-in users and phone inquiries while providing professional, timely, and effective customer service and directing requests to the appropriate IT team as needed.
• Manage and monitor the incident ticket queue, providing Level 1 support for first-time logins, password and access issues, account setup, and other incidents; troubleshoot, document, prioritize, resolve, and escalate issues in accordance with service-level expectations.
• Troubleshoot Windows Active Directory, Microsoft Office, business applications, web browsers, and network connectivity, restoring services, identifying root causes, maintaining accurate records, and communicating system procedures, outages, and service-restoration updates to users.
• Serve as a Data Transfer Officer (DTO), supporting the secure transfer, receipt, handling, tracking, and accountability of authorized data and information in accordance with established policies and procedures.
• Travel locally between customer buildings and support temporary assignments as required.

Required Qualifications

• High School Diploma with 6+ years of experience, an Associate's Degree with 4+ years of experience, or a Bachelor's Degree with 2+ years experience.
• Basic knowledge of Windows, Active Directory, TCP/IP, Microsoft 365, hardware, software, user accounts, and network connectivity.
• Ability to troubleshoot Level 1 technical issues, prioritize incidents, and escalate when appropriate.
• Experience providing help desk/service desk support and using ticketing systems to document and track incidents using Admin account privileges.
• Strong customer service, communication, and organizational skills, with the ability to support walk-ins, phone inquiries, and multiple incidents.

Minimum Qualifications

• CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
• Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM, Remedy, Jira Service Management).
• Strong problem-solving, communication, and customer service skills.
• Ability to quickly adapt to evolving tasks and mission requirements.

Work Schedule

• 9:30 AM to 6:00 PM as part of a coverage team operating between 6:00 AM and 6:00 PM. Shift may need to flex given requirements. Benefits at Recro:
• 100% paid medical, dental, and vision
• 401k - 6% matching and 401k profit sharing
• PTO - 120 Hours
• Federal Holidays
• Education and Tuition Reimbursements
• Wellness Benefits
• A lot of cool gear! Working at Recro
• A Great Culture - We are building a culture at Recro where amazing people (like you) can do their best work. If you are ready to grow your career and recro (re-invent) the way our clients operate, you have come to the right place.
• A Great Place to Work - Employees are treated like people, not line items. We work smart when we can and hard when we must but we always do it together, as a team. We are a team with tons of passion and enthusiasm to blaze new trails and improve the state of our clients, the broader community, and even the world.
• A Great Place to Contribute - We believe diverse perspectives improve each challenge that we face. We trust and enable our amazing people to accomplish amazing feats. At Recro, you will be empowered to deliver your best work.
• A Great Place to Grow - We believe in our people and maximizing your potential. At Recro, we continue to look into the future and invest in each other through teamwork, collaboration, and training.