Service Desk Technician (EM08-009)

Arlington, VA

E&M Technologies, Inc. is dedicated to recruiting and developing diverse, high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. E&M provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

E&M Technologies, Inc. is currently seeking a Service Desk Technician to join our team in Arlington, VA in support of the North American Aerospace Defense Command (NORAD). NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America. Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other command.

Job Responsibilities

  • Provide subject matter expertise, apply knowledge on IT operating systems and all IT service requirements associated with the Washington, D.C. office.
  • Work independently in a geographically separate location than the rest of the Service Desk. Coordinate with the Service Desk in Colorado Springs to provide support as the single point of contact in the Washington, D.C. office.
  • Oversee, monitor, and report on Service Desk performance (manage the operation of the Service Desk phone and tracking systems, manage incoming user calls or requests, log incidents and service requests, review incoming incidents and service requests, research and provide resolutions to user problems, escalate incidents and requests to appropriate personnel).
  • Develop and implement procedures that support the execution of Service Desk activities, to include process flows, defining roles and responsibilities, knowledge base articles, and reporting schema to enable the establishment of appropriate touch points and engagements.
  • Identify and implement opportunities for performance improvement of hardware, software, and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices.
  • Employ continual improvement processes to effectively measure and enhance Service Desk performance, productivity, knowledge, and profitability based on Service Desk performance metrics.
  • Maintain Service Level Agreements (SLAs).
  • Establish/enforce KPI metrics, reports and goals that are aligned with the long-term strategic direction to facilitate the overall customer mission.
  • Evaluate IT tickets to determine the solution and ensure all actions taken to resolve tickets are well documented in the IT ticketing system.
  • Work with IT support team resources to ensure proper processes are created and followed to inform, track and, support our customers.
  • Communicate with Government customers, internal customers, team members, and management regularly during all aspects of Service Desk operations and ongoing technical issues.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Identify problems and implement solutions, including recommending and developing customer training programs to increase computer literacy and self-sufficiency.
  • Develop and disseminate help sheets, usage guides, and FAQ lists for internal stakeholders.
  • Provide thorough triaging of tickets by liaising with other IT teams.
  • Provide written and oral communications, make recommendations for improving documentation.
  • Provide recommendations on issues/problems identified and reported in trend analysis.

Minimum Qualifications

  • High school diploma or equivalent and three (3) plus years of prior relevant experience.
  • Two (2) plus years of experience in a Service Desk environment.
  • Must hold an active Top Secret security clearance with ability to obtain Top Secret/SCI clearance.
  • DoD 8570 IAT II (e.g., Security + ce) Certification.
  • CompTIA A+ Certification.
  • Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VoIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
  • Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards.
  • Experience using an ITSM tool to drive service delivery and performance.
  • Proven leadership skills with the ability to coach team members.
  • Able to effectively influence and develop strong relationships with key stakeholders.
  • Excellent written and oral communication, including the ability to confidently present to all levels of management.
  • Must be a U.S. Citizen.
  • Must have and be capable of maintaining a U.S. Department of Defense (DoD) security clearance at the required level.

Preferred Requirements

  • Bachelor’s degree in an associated field
  • ITIL Foundations Certification
  • Excellent project, technical, interpersonal, presentation and problem management skills.
  • Ability to communicate orally, and in writing, detailed technical information on troubleshooting and implementation efforts.
  • Familiarization of NORAD/USNORTHCOM missions and DOD regulations and directives.
  • Experience participating in and effectively contributing to a highly-collaborative team environment.
  • Demonstrated ability to be innovative and to work independently.
  • Strong verbal and written communication skills.
  • Experience with Microsoft Office Suite (e.g., Word, Excel, PowerPoint, etc.)

To Apply for this Position:

You must have the Minimum Qualifications in your resume to be selected as a candidate.

Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. In addition, E&M Technologies, Inc. provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays, and paid time off (PTO) for vacation and/or personal business. More benefit details here.

The health and safety of our employees and their families is a top priority. With the continuing impacts of COVID-19 around the world, we are taking action to protect the health and well-being of our colleagues and maintain the safety of the communities where we operate. As a federal contractor, and consistent with Executive Order 14042 ( we will require all newly hired employees in the United States to be fully vaccinated by January 18, 2022, or by your start date if it is after January 18th. Federal guidance allows for disability/medical and religious accommodations with respect to the vaccine requirement. Any requested accommodations must be reviewed and approved (if applicable) in advance of your start date.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.

Job Features

Job Category

Information Technology

Req. ID



United States Citizen

Clearance Type

Top Secret

Travel Required


Remote Work


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