Service Desk Technician

  • Ocean Associates Inc.
  • Alexandria, VA, USA
  • Mar 16, 2020
Full time Information Technology

Job Description

Service Desk Technician - Department of Commerce Office of Inspector General  

OAI Consulting supplies information technology and personnel support services on contract to government and industry clients. OAI is currently seeking Service Desk Technicians in the Washington, DC area to perform onsite technical services sufficient to meet all Tier 1 and Tier 2 IT Service Desk activities and personal computer (PC) coordination, planning, implementation and support for the US Department of Commerce (DOC) Office of Inspector General (OIG).    


Working independently and as part of a team, the Service Desk Technician performs technical tasks necessary to develop and operate information systems.     

  • Provide Tier 1 and Tier 2 support (e.g. troubleshooting and repair of workstations and laptops) and escalate reported troubleshooting and repair of server, network and infrastructure to Tier 3 technicians.    
  • Follow industry and client quality control procedures, review all deliverables for compliance and provide document management.    
  • Provide client training by developing machine-based training systems and conducting large scale or remote training sessions.   
  • Process system administration requests such as password resets, access control modifications   
  • Maintain endpoint hardware and software installation, backup and restoration, patching, and upgrades.     

Lead technicians direct a variety of services including Help Desk support, quality assurance, training, systems administration and will be responsible for technical, cost and schedule performance of assignments and may supervise other technicians and subcontractors.   

Assignment Activities:   

The Service Desk Technician will work as a member of a team providing technical services to operate and maintain OIG Office of the CIO (OCIO) desktops, laptops, tablets, smartphones, printers, and computer peripherals. Additionally, the Service Desk Technician serves as a contact point between users, IT services and the supported OIG user organization. The Service Desk shall be a single point of contact to provide guidance and technical support services to all OIG employees and contractors, and shall respond to telephone, voice mail, and email requests during normal operational hours.   

Support activities include coordination of IT asset inventory support, tracking, documentation, and reporting by the onsite Service Desk Technicians. It is expected that inventory tracking should be accomplishable using an excel spreadsheet. The IT inventory report shall be accurate and reconciled on the last day of each work week.   

The OIG Tier 1 – Tier 2 support team process approximately 250 requests for service per month. However, technicians need to be able to handle at least 350 requests for service per month in any form including: telephone calls, emails, web-based requests, voicemail, and walk-ups.    


The Service Desk Technician will provide support onsite at OIG Headquarters (Washington, DC), and OIG offices in Alexandria, VA and Silver Spring MD. The Service Desk Technician team also provides remote support for OIG offices in Denver, CO, Atlanta, GA, and Seattle, WA.   

Salary and Benefits  

This is a full-time 40 hr/week position with excellent employee benefits, including medical insurance, holiday, vacation, and sick leave. Salary commensurate with experience.    

Required Knowledge and Experience   

  • Minimum Education: Bachelor’s degree in Information Technology, Engineering, Science or relevant field.   
  • Minimum Experience: 4 years of relevant experience   
  • Acceptable Substitutions for Minimum Education/Minimum Experience Requirements:    
    • Associate’s Degree and 6 years of relevant experience    
  • Experience supporting client’s senior managers   
  • Excellent written and verbal communication skills, and the ability to work with a variety of personnel and stakeholders    

Preferred requirement:   

  • Experience working for local, state, or federal government.   
  • Experience providing IT support for a law office or legal division    

If you are interested in being considered for this position,  please APPLY THROUGH OCEANASSOC.COM , ADP WEB PORTAL.

Only qualified applicants that meet minimum experience or background requirements stated above need apply. When applying for this position you will be asked to upload your resume at the end of this online application.

Applicants should submit a resume that includes the following:   

  • Cover letter that briefly describes how you meet the required and preferred qualifications listed.  
  • Work history for past 10 years or since last full-time education.  
  • Education.  
  • Previous experience or training with similar requirements.  
  • Three professional references.  
  • Include your name in the document file name.  
  • Upload your resume in readable, not scanned, PDF or Word format (PDF is preferred).   

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States, complete the required employment eligibility verification document form upon hire, and successfully complete a federal government background check. Ocean Associates Inc. is an Equal Opportunity Employers and do not unlawfully discriminate on the basis of any status or condition protected by applicable federal or state law.  

Ocean Associates Inc. is a government contractor and is required by law to invite applicants to self-identify their race, gender, national origin, disability status and veteran status. Ocean Associates Inc. is required to use the information they collect as part of their future affirmative action efforts in hiring. The information is collected anonymously by computer and is not connected to your application. You will see a place to check certain boxes in the online application for this position. Even though the information is anonymous, self-identification is voluntary. You can always check the box that says you decline to self-identify.  

Note: If you are not selected, your materials may be retained for present or future opportunities. We may use your resume in bidding on a project and if we are awarded the work we will contact you before seeking further applicants. If you do not wish us to retain or use your resume to seek work for you, please let us know in the "Notes" section on the second page of the online application.