Service Desk Technician - Intermediate

Black Bear Technology Solutions
Aberdeen Proving Ground, United States of America
9 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Intermediate

Job location

Aberdeen Proving Ground, United States of America

Tech stack

Systems Engineering
CompTIA Security+
Network Service
Software Engineering

Job description

The Service Desk Technician - Intermediate provides Tier 1 and Tier 2 technical support to end users. This role is critical to maintaining operational effectiveness across all supported environments, resolving hardware, software, and peripheral issues efficiently while escalating complex cases as needed., + Deliver Tier 1 & 2 technical support to end users for PCs, servers, printers, VDIs, and other peripherals.

  • Troubleshoot issues that cannot be resolved by Tier 1 help desk staff.

  • Simulate and recreate user issues to determine root cause and resolve operating difficulties.

  • Collaborate with network services, systems engineering, and applications development teams to identify and correct problems.

  • Recommend modifications to systems to reduce user issues and enhance overall performance.

  • Maintain up-to-date knowledge and technical skill in supported technologies.

  • Escalate more complex technical issues to senior-level technicians.

  • Work under the direction of the local Service Desk Lead as part of an integrated service desk and end-user support team.

Requirements

  • Experience: Minimum of 3 to 5 years in IT support or related help desk environments

  • Education: High School Diploma or equivalent

  • Certifications (Required):

  • CompTIA Security+ CE

  • ITIL v4 Foundation

  • Relevant Operating System Certifications

  • Must meet DoD 8570/8140 compliance requirements

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