Service Desk Technician (Administrative)

Location: Arlington, United States of America

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Knowing what Thales does today, means asking where technology is taking us tomorrow. We are creating the waves of digital transformation that will cary our customers into the future. Where these transformations intersect and interfere is where the most interesting and innovative tomorrows are being built. Thales operates at the intersection of these technologies to find every tomorrow.

Service Desk Technician

Arlington, VA- Onsite

Position Summary

Thales is looking for a Service Desk Technician whose main purpose is to support the growing number of users by accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly

Regulatory Compliance Requirements

Must be a US Person as defined in applicable law

Key Areas of Responsibility

• This person will be expected to operate as first and second level support to end-users running workstations and laptops and extend/simplify remote support for global users.
• Must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users and then coordinate with computer specialists to resolve technical problems.
• Must be able to document, execute, and maintain desktop security standards as per IT security policies and handle system administration of enterprise desktop asset management software tools. 

• Proficient use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM's or any other contact with end users that require support. Within the ticketing system, provide detailed information and escalate when needed.  Closely monitor queue for incoming tickets and route to appropriate functional teams as needed.

• Maintain a high level of customer service at all times.

• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software
• Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
• Interact with external vendors hired by the IT department.
• Maintain a clean and organized IT workspace, following Lean processes implemented onsite.

Minimum Qualifications

• Candidate will have at least an Associate's degree in Information Technology with 3 years of related experience and/or training; or in lieu of a degree, 6 years of equivalent combination of education and/or experience. 
• A minimum of 3 years of service desk operations with proven experience in Windows technologies.
• A minimum of 2 years of experience using ServiceNow ticketing system, providing detailed documentation
• Demonstrated understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
• PC hardware troubleshooting and repair skills
• Able to troubleshoot VPN connections and remote access tools.
• Demonstrated hands-on experience of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
• Have a high level of expertise in implementing and administering Microsoft technologies such as Active Directory
• Proficient with Windows Win10/11 operating systems and Microsoft Office 365.
• Ability to balance priorities and work alone or with team with minimal supervision.

• Good organization and project management skills with attention to details

If you're excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

Schedule: Core Business Hours Monday-Friday, and regular on-call after-hours support rotation

Physical Environment: Primary environments include office space, server rooms and electronic labs.

Travel: Anticipated travel as much as 20% annually. Predominantly local travel to nearby sites, with the occasional opportunity to travel both domestically and internationally for training and support operations.

Customer Location Based or Site Visits: Site Visits

Personal or Company/Pool Vehicle Usage: Personal vehicle may be required to travel between local sites and facilities on an infrequent basis

Why Join Us?

Say HI and learn more about working at Thales click here

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.

The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC): 64,800.00 - 85,800.00 - 110,000.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee's career path history, competencies, skills and performance, as well as the company's annual salary budget, the customer's program requirements, and the company's internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant's status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point) 

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:
•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance

•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period

•Company paid holidays and Paid Time Off

•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

Salary Minimum: 85000Salary Maximum: 85000