Service Desk Technician — Level II

Position: Service Desk Technician — Level II Primary Location: Washington, DC 20534 Shift: Monday–Friday, 8-hour shift Clearance Required: Public Trust Clearance — must be able to obtain and maintain prior to performance

RESPONSIBILITIES

Perform all Level I Service Desk Technician duties Assist in creating Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training materials Collaborate with development staff to recreate issues in the test environment Work with operations staff on configuration management through Windows Operating System Deployment (OSD) Evaluate user requirements and workflows; recommend appropriate IT solutions Provide guidance and escalation support to Level I technicians

EXPERIENCE REQUIREMENTS

Minimum 4 years of IT Help Desk experience Experience must include Help Desk Administration and User Support CompTIA A+ Certification may be substituted for 1 year of the required 4 years of experience

CERTIFICATIONS

CompTIA A+ — may substitute for 1 year of experience Additional preferred: Microsoft Windows 11, Microsoft Office M365, Active Directory, ServiceNow, SCCM/SCOM, Windows OSD, Exchange/Outlook, SAP (basic user management) #J-18808-Ljbffr Bailey Information Technology, LLC