Job Description Sarela Technology Solutions, LLC is seeking a Helpdesk Specialist to support large-scale migration and operations on a high-profile DOD contract in Fort Belvoir, VA. The I3TS program provides enterprise-wide IT support to enable DTRA’s Information Management & Technology Directorate (ITD) to modernize and innovate IT services and mission capabilities for internal and external partners worldwide. The successful candidate will provide IT Service Desk support, including installation, operation, maintenance, troubleshooting, administration, and cybersecurity defense of data and applications in the DTRA Data Center, covering both classified and unclassified systems. Primary Responsibilities Troubleshoot, resolve, and escalate technical issues via ticketing systems, providing deskside or remote support. Correlate events and incidents to manage IT services effectively. Deliver prompt and effective customer service to DTRA personnel for IT-related issues. Document issues, communicate outages, and assist in resolution efforts. Follow ITSM and ITIL processes to ensure service quality and prompt resolution. Maintain tickets within SLA and AQL commitments. Utilize Remedy and ServiceNow for work management. Ensure all tickets and requests are properly documented. Create or coordinate Knowledge Base Articles (KBA). Troubleshoot complex problems, identify root causes, and apply fixes or workarounds. Support new employees with setup and network connectivity, including account administration and access to resources. Required Certifications (One of the following): IAT Level II certifications such as CASP+ CE, CCNA-Security, CCNP Security, CISSP (or Associate), CISA, CySA+, GSEC, Security+ CE, among others. Required Qualifications Bachelor's Degree with 8+ years of relevant experience or Master’s Degree with 6-10 years of experience; additional experience considered in lieu of degree. Active DOD Top Secret clearance. Information Assurance Technician (IAT) Level II certification. At least four years of experience in IT customer service and ticketing systems. Experience in meeting service level goals and targets. At SarelaTech, you will be part of a mission-focused team working on national defense programs, emphasizing integrity, innovation, and continuous improvement. We value collaboration, technical growth, and leadership opportunities. Company Description Sarela Technology Solutions specializes in Cybersecurity Operations, Compliance, Cloud Engineering, Software Engineering, and Program/Project Management. Our vision is to deliver innovative IT and cybersecurity solutions that empower our customers. Our mission is to be a trusted partner enabling secure, agile, and mission-driven success. Our core values include honor, integrity, courage, excellence, commitment, and continuous improvement. Sarela Technology Solutions is an equal opportunity employer, committed to merit-based employment without discrimination based on protected statuses. #J-18808-Ljbffr Sarela Technology Solutions
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