Senior IT Service Desk Technician (On-site)

The Senior IT Service Desk Technician provides advanced technical support and serves as a subject matter expert for enterprise IT service operations. This role oversees the administration and optimization of endpoint management platforms such as Microsoft Intune, SharePoint, Microsoft Deployment Toolkit (MDT), and System Center Configuration Manager (SCCM). The position is responsible for backend management of the Tech Excel ticketing system, supporting Azure Virtual Desktop (AVD) environments, and ensuring enterprise software and hardware remain secure, up-to-date, and fully operational. The Senior Technician will also mentor junior staff, maintain a high standard of customer service, and contribute to process improvement initiatives., Technical Administration & Systems Management

• Oversee, configure, and maintain Microsoft Intune for device provisioning, compliance, and application deployment.
• Administer SharePoint environments, ensuring site integrity, permissions management, and end-user support.
• Utilize Microsoft Deployment Toolkit (MDT) and SCCM for automated OS deployments, application packaging, and patch management.
• Manage Azure Virtual Desktop (AVD) environments, including user provisioning, troubleshooting, and performance optimization.
• Oversee backend configuration, workflow automation, and reporting for the Tech Excel ticketing system.
• Administer enterprise applications, including Windows OS, Adobe Acrobat, FS Pro, Learning Depot, Microsoft Office Suite, ProLaw, FMSystem, and other agency-approved software.
• Support deployment, renewal, and troubleshooting of PIV certificates for authentication and access control.

Troubleshooting & Support

• Provide Tier 2/Tier 3 support for escalated technical issues, ensuring timely resolution.
• Diagnose and repair issues related to enterprise software, hardware, and cloud services.
• Collaborate with network, security, and systems teams to resolve cross-functional IT issues., Technical Administration & Systems Management
• Oversee, configure, and maintain Microsoft Intune for device provisioning, compliance, and application deployment.
• Administer SharePoint environments, ensuring site integrity, permissions management, and end-user support.
• Utilize Microsoft Deployment Toolkit (MDT) and SCCM for automated OS deployments, application packaging, and patch management.
• Manage Azure Virtual Desktop (AVD) environments, including user provisioning, troubleshooting, and performance optimization.
• Oversee backend configuration, workflow automation, and reporting for the Tech Excel ticketing system.
• Administer enterprise applications, including Windows OS, Adobe Acrobat, FS Pro, Learning Depot, Microsoft Office Suite, ProLaw, FMSystem, and other agency-approved software.
• Support deployment, renewal, and troubleshooting of PIV certificates for authentication and access control.
• Provide desktop and laptop support, including hardware diagnostics, repair coordination, system imaging, upgrades, and peripheral configuration.

Troubleshooting & Support

• Provide Tier 2/Tier 3 support for escalated technical issues, ensuring timely resolution.
• Diagnose and repair issues related to enterprise software, hardware, and cloud services.
• Collaborate with network, security, and systems teams to resolve cross-functional IT issues.
• Deliver remote and onsite support for desktops, laptops, mobile devices, and related peripherals.

Collaboration & Independence

• Work effectively in a team environment, contributing to shared goals and supporting colleagues.
• Take initiative to independently manage projects from inception to completion.
• Drive solutions and make sound decisions with minimal supervision, ensuring quality and timeliness.

Customer Service & User Experience

• Deliver high-quality customer service, maintaining professionalism and empathy during all user interactions.
• Train and mentor junior service desk staff, fostering a culture of knowledge-sharing and continuous improvement.

Process Improvement & Documentation

• Document standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles.
• Identify opportunities for process automation, efficiency improvements, and service enhancements.

Must be a U.S.citizen. Drug testing and criminal background investigations will be conducted in accordance with standard government policy., Required:

• 5+ years of IT service desk or technical support experience, with at least 2 years in a senior or lead role.
• Advanced knowledge of Microsoft Intune, SharePoint, SCCM, and MDT.
• Strong experience with Azure Virtual Desktop (AVD) administration.
• Expertise in troubleshooting and supporting enterprise applications (Windows, Office Suite, Adobe, ProLaw, FMSystem, FS Pro, Learning Depot).
• Strong desktop and laptop hardware/software support skills.
• Understanding of PIV certificate management.
• Proven track record of delivering excellent customer service in a fast-paced environment.
• Ability to work collaboratively within a team and independently drive solutions with minimal supervision.

Preferred:

• Microsoft Certified: Modern Desktop Administrator Associate or higher.
• Azure Fundamentals (AZ-900) or higher Azure certification.
• Knowledge of cloud-based infrastructure and Azure Active Directory.
• Familiarity with PowerShell scripting for automation., * Advanced problem-solving and troubleshooting.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities with minimal supervision.
• High attention to detail and strong organizational skills.
• Commitment to security best practices and compliance requirements.
• Self-motivation, initiative, and ability to drive projects to completion, * Must be a U.S. Citizen (Yes/No)
• 5+ years of IT service desk or technical support experience, with at least 2 years in a senior or lead role. (Yes/No)
• Microsoft Certified: Modern Desktop Administrator Associate or higher. (Yes/No)
• Azure Fundamentals (AZ-900) or higher Azure certification. (Yes/No)
• Required:

5+ years of IT service desk or technical support experience, with at least 2 years in a senior or lead role. Advanced knowledge of Microsoft Intune, SharePoint, SCCM, and MDT. Strong experience with Azure Virtual Desktop (AVD) administration. Expertise in troubleshooting and supporting enterprise applications (Windows, Office Suite, Adobe, ProLaw, FMSystem, FS Pro, Learning Depot). Strong desktop and laptop hardware/software support skills. Understanding of PIV certificate management. Knowledge of cloud-based infrastructure and Azure Active Directory. Familiarity with PowerShell scripting for automation.