Service Desk Technician Level II

Candidates must be able to successfully complete a federal background investigation and maintain eligibility for access to government systems and facilities The Service Desk Technician Level II provides advanced technical support and performs all duties associated with Level I support while assisting with process improvement, documentation development, and systems integration activities Essential Duties and Responsibilities Perform advanced troubleshooting and resolution of workstation and user support issues. Develop and maintain Knowledge Base articles, procedures, checklists, and training materials. Collaborate with developers and infrastructure teams to reproduce and resolve system issues. Support Windows Operating System Deployment (OSD) and configuration management activities. Analyze user requirements and recommend technology solutions to improve operations. Assist with Service Level Agreement (SLA) tracking and service improvement initiatives. Provide mentoring and guidance to junior support personnel. Ensure compliance with cybersecurity and configuration management requirements. Minimum Qualifications Minimum of four (4) years of IT Help Desk and User Support experience Experience supporting enterprise Microsoft environments and ServiceNow. Strong analytical, troubleshooting, and customer service skills. Preferred Certifications CompTIA A+ Certification may substitute for one year of experience. #J-18808-Ljbffr