Service Desk Technician

Job Overview
The Service Desk Technician is responsible for providing Level 1 and 2 maintenance and support for computers and peripheral devices, delivering assistance over the phone, on-site, and through remote support. Key duties include managing helpdesk tickets via ServiceNow, imaging, deploying, and troubleshooting Windows 11, and supporting MS Teams/Office 365 across various devices such as laptops, desktops, and MS Surface Pros. The role also involves support for third-party applications, including Adobe Creative Suite and MS Azure, and maintenance across multiple secure government networks. Additional responsibilities include moving and setting up equipment, coordinating event setup, and providing technical support for IT technologies.

Primary Responsibilities:
* _ *__Technical Support:*_ Provide support for hardware and software across multiple users in a Windows 11/Office 365 environment.
* _ *__Device Management:*_ Install, troubleshoot, repair, and maintain laptops, desktops, MS Surface Pros, printers, and multi-function devices (MFDs).
* _ *__Imaging and Deployment:*_ Image, re-image, and deploy devices as needed.
* _ *__Ticket Management: *_Create, update, and close tickets using the ITSM (ServiceNow) system.
* _ *__VIP and Event Support: *_Offer direct support to VIPs, seminar rooms, and briefing rooms, and manage IT for conferences and meetings.

• Network Support: Provide support across multiple network domains, including commercial networks.
• On Call Support: Rotational on call support will be required for mission critical services.

Additional Responsibilities:
* _ *__Application Troubleshooting: *_Troubleshoot third-party software applications within secure government networks.
* _ *__Hardware Management: *_Provide warranty and hardware information as necessary and assist in the secure disposal and sanitization of old equipment.

• Device Imaging: Image and support devices using MS Azure for commercial networks.

* _ *__Other Duties: *_Perform additional tasks as assigned.

Qualifications:
* _ *__Experience:*_ 1–2 years of experience with Tier 1 PC and peripheral installation, upgrades, and maintenance.
* _ *__Education: *_High school diploma and completion of a computer technician course covering installation and repair.
* _ *__Certifications: *_A or NET required; CompTIA Security is desirable.
* _ *__Clearance:*_ Active Secret Security Clearance or higher is required.

Skills and Abilities:
* _ *__Technical Skills: *_Proficiency in MS Azure and remote access tools, with the ability to troubleshoot issues independently.
* _ *__Communication: *_Strong interpersonal skills, able to communicate effectively with diverse customers, including foreign nationals and high-ranking military personnel.
* _ *__Problem-Solving: *_Ability to handle common issues using written, oral, or diagram instructions, and to make decisions under time constraints.

Job Types: Full-time, Contract

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person