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# Service Desk Technician - Intermediate

- **Company:** Black Bear Technology Solutions
- **Location:** Aberdeen Proving Ground, MD, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Systems Engineering, CompTIA Security+, Network Service, Software Engineering
- **Published:** May 22, 2026
- **Apply:** https://www.juju.com/job/00000000g1ht3h

## About the Role

* 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

## 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.


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