Service Desk Support Specialist (Intermediate/Senior)

Job Description

Job Description

Job Summary

The Service Desk Support Specialist (Intermediate/Senior) provides Tier II technical support for enterprise IT environments, ensuring reliable operation of mission-critical systems. The role is responsible for troubleshooting hardware, software, network, and user account issues while delivering exceptional customer service through multiple support channels. The position also supports desktop deployments, Microsoft enterprise technologies, Active Directory administration, and technical documentation.

Key Responsibilities

• Provide Tier II service desk support via email, Microsoft Teams, telephone, and walk-in support.
• Receive, document, prioritize, track, and resolve service requests and trouble tickets.
• Route support tickets to appropriate technical teams and monitor progress through resolution.
• Troubleshoot hardware, software, network connectivity, and user account issues.
• Support Active Directory account management and access requests.
• Install, configure, deploy, relocate, and maintain desktop computers, laptops, peripherals, and mobile devices.
• Support Microsoft Windows 10/11, Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, Active Directory, and related enterprise applications.
• Install software, updates, security patches, and system configurations.
• Perform workstation backup, restoration, refresh, and relocation activities.
• Develop and maintain technical documentation, SOPs, and knowledge base articles.
• Deliver technical training and knowledge-sharing sessions.
• Provide VIP user support and maintain high customer service standards.
• Collaborate with systems, network, and cybersecurity teams to resolve technical issues.

Required Qualifications

• U.S. Citizenship with an active DoD Secret Clearance.
• Minimum 4 years of experience supporting enterprise IT environments in a Help Desk or Service Desk role.
• DoD 8570/8140 IAT Level II Certification (CompTIA Security+ or equivalent).
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
• Experience supporting Microsoft operating systems, Office 365, and enterprise desktop environments.
• Strong troubleshooting, communication, and customer service skills.

Preferred Qualifications

• Experience supporting enterprise Microsoft technologies.
• Knowledge of Active Directory administration.
• Experience with desktop deployment, imaging, and workstation lifecycle management.
• Experience working in secure government or enterprise IT environments.
• Strong documentation and technical communication abilities.

Employment Type

• Full-Time

Work Environment

• On-site