Service Desk Technician

Service Desk Technician

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Technician based in United States. This role offers the opportunity to provide hands-on technical support in a mission-critical federal environment. You will resolve escalated Tier 2 issues across operating systems, applications, hardware, networks, and user accounts. The position combines day-to-day troubleshooting with knowledge management, systems deployment, configuration management, and process improvement. You will work closely with development and operations teams to investigate technical issues and maintain reliable IT environments. The role also provides opportunities to mentor junior technicians and contribute to user training and technical documentation. Success requires strong technical judgment, clear communication, and a customer-focused approach to problem solving.

Accountabilities:

As a Service Desk Technician, you will support users and maintain reliable, secure, and properly configured technology environments while contributing to service improvement and technical documentation.

• Resolve escalated Tier 2 service desk tickets involving operating system configuration, application errors, hardware failures, and network connectivity.
• Diagnose and repair desktops, laptops, printers, peripherals, and other endpoint devices.
• Troubleshoot VPN, Wi-Fi, LAN, TCP/IP, DNS, and DHCP connectivity issues for on-site and remote users.
• Administer and support Windows 11, Microsoft 365, Microsoft Teams, Adobe Acrobat, Exchange/Outlook, Active Directory, and related technologies.
• Perform user account management, software and hardware installation, operating system configuration, and peripheral troubleshooting.
• Support patch management through MECM and ELM/BigFix and ensure systems remain compliant with approved configurations and security requirements.
• Create and maintain Knowledge Base articles, checklists, service level documentation, procedures, and end-user training materials.
• Track tickets through resolution, document support interactions, and communicate progress clearly to users, supervisors, and team members.
• Collaborate with development teams to reproduce issues in test environments and work with operations teams on configuration management and Windows OS deployment.
• Escalate complex or unresolved issues to Level III technicians or senior engineers when appropriate.
• Mentor Level I technicians by sharing technical guidance and troubleshooting expertise.
• Complete required training and provide weekly status reports to customer support leadership.

Requirements:

• At least 4 years of IT help desk experience, including help desk administration and end-user support.
• Strong verbal and written communication skills, with the ability to work independently with technical and non-technical stakeholders.
• Advanced troubleshooting and diagnostic skills, with familiarity with ticketing systems and ITIL-aligned service processes.
• Experience with Windows 11, Windows Server 2022, Microsoft 365, Exchange/Outlook, Active Directory, SCCM/MECM, Windows OS Deployment, ELM/BigFix, and ServiceNow.
• Experience troubleshooting TCP/IP, DNS, DHCP, VPN, and other network connectivity issues.
• Hands-on experience supporting endpoints, printers, mobile devices, and other user-facing technology.
• CompTIA A+ certification may substitute for one year of network experience.
• A bachelor's degree in a related field is preferred.
• Ability to obtain and maintain a Public Trust clearance.
• Must be a U.S. citizen due to federal government requirements.
• Ability to work 40 hours per week, including 8-hour workdays.
• Comfortable working in a role that requires extended periods at a workstation and regular use of computer equipment.

Benefits:

• Salary range of $60,000–$90,000.
• Comprehensive benefits package.
• Health, dental, and vision insurance options.
• Full-time W-2 employment.
• Remote work opportunity.
• No relocation benefits provided.