Service Desk Technician - Intermediate

Black Bear Technology Solutions

Aberdeen Proving Ground, MD, United States

3 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Working hours

Regular working hours

Job source

juju.com

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