Service Desk Technician

Herndon, VA

Who we are

We're a leading, global security authority that's disrupting our own category.  Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers.  We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

 

Job summary

The Service Desk Technician plays a key role in ensuring a seamless IT experience for all DigiCert employees by providing frontline support across a wide range of technology services and devices. This position is responsible for monitoring system performance, resolving user issues, managing hardware and software support, and maintaining secure, reliable access to corporate networks. In addition to technical troubleshooting, the role involves user onboarding, data protection, documentation, and training, all while collaborating with internal teams and external vendors to deliver high-quality service and support.

This is a hybrid role out of our Herndon, VA office.

 

What you will do 

  • Service Desk will be responsible for administration, monitoring and issue resolution for all IT users, devices and services.
  • Support interface for all internal DigiCert Technology Services, providing support for the services in the Service Desk Scope and coordinating with third parties to support all remaining services.
  • Service Monitoring for performance, quality, and capacity, proactively identifying and resolving user issues.
  • Corporate network support, including corporate VPN and network maintenance for DigiCert Corporate offices.
  • Device Support, including laptops, mobile phones, printers and virtual teleconference hardware, including patch management.
  • Laptop and Mobile Software Support, including installation, configuration, troubleshooting and removal.
  • Identity/Account Management, including user onboarding/offboarding, password rotation and role/persona maintenance activities.
  • Proactively detect and resolve security incidents.
  • Support individual user data protection and backup.
  • Documentation, including but not limited to process flows, service design, integration design, Service Desk standard operating procedures and user guides.
  • User training and education 

 

What you will have

  • Excellent communication skills, both verbal and written.   
  • Ability to provide technical support to in office and remote workers. 
  • Ability to create written user documentation that non-technical users can follow. 
  • Desktop support experience - Windows 10/11, MacOS, iOS, Android  
  • Experience supporting operating system configuration and updates 
  • Experience supporting installed software on all 4 platforms
  • Experience supporting connectivity and use of Outlook, Teams, OneDrive, SharePoint, Slack, Jira, Confluence, Service Desk Plus and others.

 

Benefits

  • Generous time off policies 
  • Top shelf benefits 
  • Education, wellness and lifestyle support 

 

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

 

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