Service Desk Technician

Service Desk Technician II

We need an experienced Service Desk Technician at Federal Prison Industries (UNICOR). UNICOR provides employment and job skills training to federal inmates through the manufacture of goods and services for federal agencies. In this role, you will perform all duties assigned to Level I Technicians and additionally 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 and with operations staff on configuration management through Windows Operating System Deployment, and evaluate user requirements and workflows to recommend appropriate information technology solutions. This is a full-time opportunity. We can offer a competitive salary and a comprehensive benefits package.

Responsibilities:

• Performs account management, troubleshooting of workstations including desktops, laptops, 10Zig zero clients, and mobile thin clients, hardware and software installation, operating system configuration, and workstation peripheral configuration and troubleshooting.
• Ensures systems remain current with approved configurations and security requirements.
• Handles requests for assistance received through the Service Desk by telephone, the ServiceNow ticketing system, or walk-in inquiries.
• Assesses user issues through conversation or remote access, assigns appropriate priorities, and dispatches or escalates support requests to Level II Technicians when necessary.
• Tracks ticket status and resolution and communicates updates or issues to both the user and the Service Desk Supervisor.
• Creates Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training materials.
• Collaborates with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment.
• Evaluates user requirements and workflows and recommends appropriate information technology solutions. Provides a weekly status report to the Chief, Customer Support Section of tasks completed during the week and upcoming initiatives.
• Participates in and completes training requirements.

Required Experience:

• Service Desk Technician Level II requires 4 years of IT Help Desk experience including Help Desk administration and User Support. CompTIA A+ certification can be used to substitute for 1 years of network experience.
• Good verbal and written communication skills with the ability to independently interact with teammates, managers, and non-technical users.
• Experience with Microsoft Windows 11, Microsoft Server 2022, Microsoft Office M365 suite, Exchange with Outlook Client, Active Directory, SCCM, SCOM, ServiceNow Help Desk System, Windows Operating System Deployment (OSD), and SAP (basic knowledge of user management).

Education:

• Bachelor's degree in a related field - preferred

Location:

• Remote

Clearance:

• Must be able to obtain and maintain a Public Trust clearance.
• Must be a US Citizen

Client:

• Federal Prison Industries (UNICOR)

Hours:

• 40 hours per week
• 8 hours per day

Employment Classification:

• Employment Classification Eligibility – W2

Relocation:

• Not eligible for relocation benefits

Compensation:

• Salary Range: $59,000 - $81,000
• Benefits: Benefits package includes options for health, dental and vision insurance coverage