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 the United States.
This role is part of a mission-driven IT support environment where you will provide critical technical assistance to end users across a wide range of systems and devices. You will be responsible for resolving hardware, software, and account-related issues while ensuring systems remain secure, stable, and aligned with approved configurations. The position blends hands-on troubleshooting with structured ticket management through a modern IT service platform. You will also contribute to continuous improvement by documenting solutions, building knowledge base resources, and refining support processes. Working closely with both technical teams and end users, you will help bridge communication gaps and ensure smooth day-to-day operations. The environment is structured, fast-paced, and highly collaborative, requiring strong attention to detail and customer service skills. This is an opportunity to grow your technical expertise while directly supporting large-scale organizational operations.
Accountabilities
- Provide Tier II service desk support, handling incidents and service requests related to desktops, laptops, thin clients, mobile devices, and peripherals.
- Manage user accounts and system access, including Active Directory and related administrative functions.
- Troubleshoot and resolve hardware, software, operating system, and application issues, escalating when necessary.
- Monitor, prioritize, and track tickets using a service management platform, ensuring timely updates and resolution communication.
- Ensure systems remain compliant with approved configurations and security requirements across the environment.
- Create and maintain knowledge base articles, checklists, procedures, SLAs, and end-user training materials.
- Collaborate with development and operations teams to reproduce issues, support testing environments, and assist with system deployments and configuration management.
- Evaluate user needs and workflows to recommend appropriate IT solutions and improvements.
- Produce regular status updates and reports on service desk activities and ongoing initiatives.
Requirements:
- Bachelor’s degree in Information Technology or related field preferred.
- Minimum of 4 years of IT Service Desk or Help Desk experience, including user support and administration.
- CompTIA A+ certification (may substitute for up to 1 year of experience).
- Strong experience supporting Microsoft environments, including Windows 11, Windows Server 2022, Microsoft 365, Outlook/Exchange, Active Directory, SCCM, SCOM, and ServiceNow.
- Basic knowledge of SAP user management is preferred.
- Experience with Windows Operating System Deployment (OSD) and enterprise workstation configuration.
- Strong communication skills, with the ability to support both technical and non-technical users effectively.
- Ability to prioritize tasks, manage multiple tickets, and work independently in a structured environment.
- Must be a U.S. citizen and eligible to obtain and maintain a Public Trust clearance.
Benefits:
- Competitive salary ranging from $59,000 to $81,000 annually.
- Comprehensive health, dental, and vision insurance options.
- Full-time W-2 employment structure.
- Standard 40-hour work week (8 hours per day).
- Remote work flexibility.
- Structured training and professional development opportunities.
- Opportunity to support mission-driven federal IT operations.