Senior Service Desk Technician

• Serve as the primary point of contact for advanced technical troubleshooting via phone, email, and in-person support.
• Respond to and resolve customer issues at their desks as needed.
• Utilize tools such as Active Directory, Microsoft 365, and ITSM platforms (e.g., ServiceNow) to manage user access, incidents, and support workflows.
• Collaborate with stakeholders to ensure systems are fully functional and meet performance and security requirements.
• Create, update, maintain, and interpret technical documentation and knowledge base articles.
• Provide advanced technical support, troubleshooting complex hardware, software, and network issues.
• Act as the top escalation point for complex technical issues before escalating to Tier 3 or specialized teams.
• Mentor and support junior team members, sharing expertise and best practices.

• HS diploma: a candidate holding a relevant bachelor's degree may be granted 2 years' experience credit for education.
• Seven (7) or more years of professional experience with five (5) or more years of Enterprise Service Desk relevant experience.
• Experience with network troubleshooting, security compliance, configuration management, and Microsoft servers.
• Must hold two active certifications:
• Security+ or equivalent IAT Level II Certification.
• Microsoft certification:
• AZ-104
• MS-102

Preferred Qualifications:

• Experience with ServiceNow ticketing platform.
• Experience managing an Active Directory.
• Experience writing PowerShell scripts or with PowerShell Automation.
• Experience with Microsoft Office 365.
• Experience Imaging hardware and software.
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired.

Clearance Requirements:

• Must have an active secret clearance.
• Must be eligible to obtain and maintain a TS/SCI clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time.
• Must be able to lift 50lbs
• Will occasionally go under desk to access port faceplates, equipment, cables, and office machinery.