Service Desk Technician

Job Locations US-CO-Colorado Springs
Job ID
Information Technology
Clearance Level


RGS, a USFalcon Company is seeking a Service Desk Technician to work in the Colorado Springs, CO area.


  • Provide ITIL based Service Desk support to DoD users
  • Follow existing policy and process to ensure user receives quality service resolution on the first call
  • Support Request Fulfillment by supporting the installation of standard requests, both on-site and remotely
  • Schedules installations and upgrades, including maintenance in accordance with established IT policies and procedures
  • Develops and promotes standard operating procedures
  • Ensure proper security practices are in accordance with established IT policies and procedures
  • 3-month shift rotations
  • Additional duties as assigned



  • Associate’s Degree from an accredited institution - Three (3) to five (5) years’ of operational IT experience - Must have DOD 8570: Security+ w/ CE and Windows 10 Desktop or Windows Server 2016 certification
  • Must have operational hardware/software experience with multi-vendor laptops and workstations, HP Printers and common workstation peripherals



  • Proficiency with Microsoft Office applications (e.g., Word, PowerPoint, Excel, Project, Access, and Outlook)
  • ITILv3 Foundations is desired (or be able to obtain within 30 days of hire)
  • Bachelor’s Degree from an accredited institution is preferred
  • Commitment to maintaining the highest standard of customer service with outstanding written and oral communication
  • Ability to conduct quality customer follow-up on open Incidents and Service Requests, perform software installations and upgrades
  • Ability to show initiative and act independently to resolve problems, manage multiple priorities and follow through on projects/tasks to completion
  • Ability to effectively communicate by phone or in person and handle difficult situations and customers


Clearance:  Secret


Travel:  CONUS travel may be required


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