HelpDesk (Mobile) Service Technician

Job Locations US-DC-Washington
Job ID 2020-3978
Regular Full-Time

Position Description

 Valiant Solutions is seeking a Helpdesk Service Technician with signifiant iphone mobile support experience, to join our growing team supporting a large Government client in Washington DC.  


Valiant Solutions is a Cybersecurity company delivering cutting-edge security solutions to our Government clients specializing in Cloud Security, Security Engineering, and Federal GRC.  You'll find Valiant to be a supportive company that will back you with training and certifications, and you'll find plenty of challenges with our forward-looking client. Valiant Solutions is a rapidly growing small business that cares about its employees- we've been named one of the Best Places to Work in the DC area SIX years in a row! A highlight of our benefits is included below the job description.


Salary will be based on education and experience. All candidates must be authorizaed to work in the United States with the ability to favorably pass a federal background investigation.


The Helpdesk Service Technician relies on experience and judgment to plan and accomplish goals, correct issues, and ensure performance against program Service Level Agreements (SLAs). Mitigate incident and problem resolution for outages, multi-user issues, and VIP users, collaborating with the Service Desk. Support management initiatives as requested. Dispatches to user location to assist or directly provide Deskside support and meet or exceed SLAs, including:

  • Strong expeirence with mobile support experience (iPhone is strongly preferred)
  • Providing exceptional service and customer support for local users, during field visits or on dispatches
  • Providing deskside support to users, including laptop / mobile equipment delivery, user instructions and troubleshooting
  • Managing on-site installation, repair, maintenance and test tasks, sometimes using “remote hands” or “smart hands” techniques
  • Diagnosing complex errors or technical problems and determine proper solutions
  • Managing Incident and Request tickets in the ServiceNow ticketing system through ticket lifecycle; conforming to SLA and process requirements for ticket handling
  • Asset lifecycle for laptops, desktops, smartphones, etc.
  • Smart hands support including handling servers, security devices and network equipment.
  • Follow all company procedures and protocols.
  • Cooperate with technical teams and share information across the organization.
  • Comprehends customer requirements and makes appropriate recommendations/briefings
  • Build positive relationships with customers.
  • Maintains a neat, business casual appearance suitable for working in office location.


Required Education/Skills:

  • Associates Degree and (2) years of experience or a minimum (4) years of experience in lieu of a degree
  • Experience or knowledge of user-centric Windows IT support in an enterprise environment
  • Experience with ServiceNow ticketing system is a must
  • Ability to troubleshoot, test, repair and service technical equipment
  • Ability to work flexible shifts in a 7x24 environment and to adapt to changing work schedules, provide assistance on-call as necessary
  • Proven experience supporting mobile devices and applications, Windows 7, Windows 10 and Mac OS
  • Committed to providing excellent customer support to all of our customers
  • Ability to work in a fast-paced SLA driven environment
  • Ability to work well in a team setting
  • English literacy
  • Experience with Active Directory, Group policies, and networking
  • Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications.
  • Experience supporting Mobile Technologies such as VPN, Citrix, VDI, etc.
  • Experience working with a highly mobile workforce that relies heavily on mobile devices such as Androids and iPhones, iPads, etc.

Desired Education/Skills:

  • Technical degree or certification (such as A+, N+, MCDST, MCSE, ITIL etc)
  • Familiar with asset management processes and procedure
  • Experience supporting common VTC technologies
  • Working knowledge of VPN and Citrix for remote access
  • Working knowledge of images and imaging desktops and laptops Experience with supporting Apple and Android mobile devices
  • Experience supporting and maintaining user account information including rights, security and systems groups.
  • Experience diagnosing and troubleshooting server and network issues


About Valiant Solutions:

Valiant Solutions is a security-focused IT solutions provider with both public and private sector clients nationwide. Named one of the fastest growing privately held companies by Inc. 5000, Washington Technology’s Fast 50, and Washington Business Journal’s Best Places to Work in the D.C. area, Valiant Solutions prides itself on providing its employees with great benefits and career development opportunities. As a company, we are just as committed to growing careers as we are to building world-class IT solutions, all while enjoying an unparalleled work-life balance. We are in a phase of tremendous growth and building the team that will take us to the next level. We seek people whose talents and accomplishments will contribute to a thriving company, who have the character to support their capacity, and can make a positive impact on our culture. Alongside our talented team, you’ll learn to think quickly on your feet and expand your own personal and professional skillset. Our management team will inspire you to consider new perspectives and challenge you to become a better practitioner in the fast-paced industry of IT security. We hire people we respect – and we trust them to deliver results leveraging their expertise. If you would enjoy working in a dynamic environment as part of a stellar team of professionals, then we invite you to apply online today.


Benefits Snapshot (includes, but not limited to):

Valiant pays 99% of the Medical, Dental, and Vision Coverage for Full-Time Employees (FTE)

Valiant contributes 25% towards Health Coverage for Family and Dependents

100% Paid Short Term Disability and Life Insurance Policy for FTE

100% Paid Certifications

401K Matching up to 4%

Paid Time Off

Paid Time On – 40 hours to pursue innovation

Valiant University – Online Education and Training Portal 

Reimbursement for Public Transit and Parking

FSA programs for: Medical Costs, Dependent Care, Transit, and Parking

Referral Bonuses


Equal Opportunity Employer:

Valiant Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, sex/gender, pregnancy, religion, age, marital status, sexual orientation, military/veteran status, disability, genetic information/history or any other personal characteristic protected by law.


Physical Demands

Must be able to remain in a stationary position 50% of the time and also be able to occasionally move about inside the office to access file cabinets, office machinery, etc.

Must be able to constantly operate a computer and other office productivity machinery, such as a copy machine, and computer printer.

Must be able to communicate, detect, converse with, discern, convey, express one self, and exchange information visually and verbally.

Must be able to occasionally bend and lift files and papers up to 10 pounds throughout the office space for events and meetings.


Work Environment:

Individual's primary workstation is located in an office area

The noise level in this environment is low to moderate


Authorization to Share Resume and Personal Information:

By submitting your resume for this position, you authorize Valiant Solutions to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should Valiant Solutions or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.




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