IT Support and Service Desk Specialist

Dhaka Technologies Limited Company is hiring for an IT Support and Service Desk Specialist on behalf of its client. This is an onsite, task order based consulting role supporting a large public sector organization across multiple departments. The specialist provides Tier 2 support for client users and systems, handling escalated incidents and service requests, supporting application and desktop environments across departments, and maintaining the ticket records that demonstrate service level performance. Placement is contingent upon contract award., * Provide Tier 2 support for escalated incidents and service requests across client departments

• Troubleshoot desktop, application, account, connectivity, and peripheral issues to resolution

• Support user account administration, access provisioning, and endpoint configuration

• Document all tickets, resolutions, and root cause findings in the client ticketing system

• Escalate unresolved issues to Tier 3 technical staff with complete diagnostic detail

• Track and report against service level targets, including response and resolution times

• Build and maintain knowledge base articles and end user instructions

• Support technology rollouts, migrations, and refresh activities as assigned

• Maintain availability for client consultation between 8:00 AM and 5:00 PM Eastern, Monday through Friday, respond to inquiries within one business day, and respond to urgent requests within four hours

• Associate degree in Information Technology or a related field, or equivalent technical training and experience

• Minimum two years of experience in IT support, help desk, or service desk operations

• Working knowledge of Windows desktop environments, Microsoft 365, and Active Directory

• Experience using a ticketing system such as ServiceNow, Jira Service Management, or Freshservice

• Demonstrated troubleshooting ability across hardware, software, and network connectivity issues

• Strong customer service skills and the ability to communicate clearly with non technical users

• Ability to handle confidential information appropriately in a public sector environment

• Ability to report onsite in Frederick, Maryland on the schedule required by the assigned task order

Preferred Qualifications

• Experience supporting a government or public sector user base

• Familiarity with ITIL service management practices

• Experience supporting mobile device management or endpoint security tooling

• Experience supporting users across multiple physical sites

• Currently residing in the Frederick, Maryland area or the surrounding region

Certifications One or more of the following is preferred. Copies of all certificates must be provided with your application:

• CompTIA A+

• CompTIA Network+

• Microsoft 365 Certified: Modern Desktop Administrator Associate

• ITIL Foundation

$32.00 to $42.00 per hour, depending on experience and certifications. Benefits vary by employment classification and are discussed during the interview process.