Service Desk Technician
RightDirection Technology Solutions seeks a Service Desk Technician to deliver responsive tier-1/2 support for federal and commercial clients. In this role, you will troubleshoot hardware, software, and network issues; manage incidents via a ticketing system; and ensure secure, reliable IT operations. You'll collaborate with engineers and cybersecurity specialists, follow ITIL-based processes, and document resolutions. Our mission-driven culture emphasizes integrity, learning, and growth, giving you opportunities to expand skills in cloud, cybersecurity, and modern enterprise technologies while supporting critical customer missions.
Responsibilities
- Provide tier-1/2 technical support for end users via phone, email, and ticketing tools
- Troubleshoot and resolve hardware, software, and basic network issues
- Log, track, and update incidents and requests in the ticketing system
- Escalate complex issues to engineers and cybersecurity staff as needed
- Support account management, access, and permissions within approved tools
- Follow ITIL-based processes and security policies for federal and commercial clients
- Document solutions, create knowledge base articles, and contribute to process improvement
- Collaborate with cross-functional teams to maintain secure, reliable IT environments
Required Skills
- Service desk support
- Ticketing systems (e.g., Service
- Now, JIRA)
- Windows OS administrationmac
- OS support
- Basic networking/TCP-IPActive Directory user/admin tasks
- Remote support tools
- Cybersecurity best practices awareness
- Hardware/software troubleshooting
- ITIL-based incident management
Vacancy posted 1 day ago
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