Service Desk Technician (On Site - REF1861S)

Company Description

Citizant is a leading provider of professional IT services to the U.S. government.  We seek to address some of our country’s most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services – focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed “A Players” who already align with the company’s core values:  Drive, Excellence, Reputation, Responsibility, and a Better Future.  No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

Job Description

Overview:

The Service Desk Technician provides Tier 0–2 support and application development for USSF Enterprise Information Services (EIS) users across NIPRNet and SIPRNet environments. The role supports approximately 31,000 end-users worldwide, delivering service desk operations, SharePoint administration, and solutions development aligned to mission requirements. Responsibilities include user support for SharePoint (NIPRNet/SIPRNet), ETMS2/TMT, and collaboration tools; triaging and escalating Power Platform issues; managing network account setup (DD Form 2875, SIPR token requests, and provisioning/deprovisioning); and developing tailored solutions to improve workflows and end-user experience.

Primary Duty Responsibilities:

• Lead day-to-day service desk operations for USSF personnel worldwide, ensuring Tier 0–2 resolution and timely escalation to Tier 3 support.
• Troubleshoot and resolve SharePoint issues, including permissions, lists, libraries, views, versions, governance compliance, and broken web parts.
• Provide first-level triage for Power Apps and Power Automate items (ownership, connections, runs, errors), escalating complex issues to developers as required.
• Develop and maintain custom SharePoint applications, workflows, and low-code/no-code solutions to support mission needs.
• Document and track all service requests and incidents using the designated SharePoint-based trouble ticket tracker.
• Manage account provisioning and de-provisioning processes, including NIPRNet/SIPRNet accounts, CAC renewals, and SIPR token issuance.
• Provide guidance and support to Content Managers and Site Owners, ensuring compliance with governance standards and Section 508 accessibility requirements.
• Deliver end-user training and knowledge transfer to promote effective system usage across military and civilian stakeholders.
• Ensure all incidents, requests, and resolutions are communicated clearly and promptly to customers and leadership.

Skills:

• Leadership of Tier 0–2 support operations, with expertise in escalation management and incident resolution.
• Application development, solutions design, and workflow automation to deliver tailored, user-focused outcomes.
• Strong customer service and communication skills for engaging with military and civilian personnel at all levels.
• Ability to explain technical issues clearly to non-technical audiences and provide user-focused training.
• Proven collaboration skills to work with Content Managers, Site Owners, and stakeholders across USSF.

Qualifications

Experience

• Bachelor’s degree in computer science, IT, Web Design, or related field. (Substitutions: Associate degree 5+ years OR HS diploma +7 years’ experience).
• 5+ years of IT experience, including at least 3 years in SharePoint administration, web development, or service desk operations.
• Experience developing and supporting applications and solutions using SharePoint, Power Apps, and Power Automate preferred.
• Strong troubleshooting, communication, and time-management skills. Ability to effectively communicate technical issues and status with all levels of military and civilian personnel within the USSF.

Knowledge:

• SharePoint administration across NIPRNet and SIPRNet, including governance standards, permissions management, and end-user support.
• Troubleshooting SharePoint components, including web parts, lists, libraries, views, versions, and permissions.
• Initial triage for Power Apps and Power Automate (ownership, connections, runs, errors).
• Application lifecycle management and development of custom SharePoint/Power Platform solutions.
• Integration of low-code/no-code platforms to meet mission requirements.
• Customer service practices, training delivery, Section 508 accessibility requirements, and time management in high-demand service environments.