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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** Trillion Technology Solutions - **Location:** Washington, DC, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Active Directory, Antivirus Softwares, Systems Engineering, User Authentication, BitLocker Drive Encryption, VoIP, Microsoft Outlook, Computer Networks, Dynamic Host Configuration Protocol, Distributed File Systems, Domain Name System (DNS), Microsoft Exchange Server, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Microsoft Servers, Microsoft SharePoint, Smart Cards, Wi-Fi Technology, ServiceNow IT Service Management, Microsoft InTune, Adobe, Os Ticket, Information Technology, Servicenow - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6879258112afcace ## About the Role * 5-6 years of Service Desk/Systems Engineering Support and leadership in an automated setting; ServiceNow preferred. Both ticket management, system engineering analyst and technical troubleshooting skils required. * Experience developing and managing ITIL process-based asset management in the system engineering process improvement environment and use of an automated ticketing system such as ServiceNow for a remote VIP office client based IT problem ticket/system issues resolution * Extensive VIP support at Level II for client activities within requiring system engineering analysis within the IT infrastructure and resolution of basic and advanced Service Desk tickets. * Proactive VIP client interface experience and deliverable documentation development * Staff interface and asset coordination experience * Experience supporting DFC or similar IT organization preferred * Strong customer asset support skills * Strong written and verbal communications skills * Knowledge of the ServiceNow ticketing system * Experience with ITIL best practices * Knowledge working with and supporting the following products and tools: Manage and maintain the overall IT infrastructure at the system engineering and day-to-day trouble ticket resolution levels Exposure and understanding of network tools and techniques such as switches, VPNs, routhers and releated WiFi connectivity Microsoft Exchange Anti-Virus Software (i.e., Microsoft System Center Endpoint Protection) Microsoft Distributed File System (DFS) Enterprise Mobile Devices (i.e., Apple and Android Devices) Mobile phone management tools/MDM (i.e., InTune) Mobile Device startup and client configuration/Apple iPhone experinece preferred Desktop and Tablet image development, control and deployment; tracking and deploying/troubleshooting system upgrades Microsoft Active Directory (AD) Microsoft Domain Name Services (DNS) Microsoft Dynamic Host Configuration Protocol (DHCP) Smart Card Authentication Virtual Private Network (VPN)/WIFI support for remote and in-office clients Enterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption or similar) Enterprise Communication Services (i.e., TEAMs for Business) Microsoft SharePoint end-users support Microsoft Windows 10. 11 VPN and PIN Card Troubleshooting Internet-based VOIP desk phone systems, troubleshooting and system upgrades TEAMs-based phone systems BitLocker or other user authentication tool Adobe Asset Management tools and techniques for large infrastructure environments Secure email Transmission facility (i.e, Accellion or similar) Outlook Email archive management Network Printers and office server reset/update support Microsoft Office products Ticketing and Asset Management System (i.e., ServiceNow) Knowledge Base resource and video guide training planning and development Video Conferencing Support (i.e., VTC) General Desktop and Mobile Device System (InTune) Administration Specialized DFC agency inhouse infrastructure system tools/features/application trouble ticket support and troubleshooting ## Description * Support and respond to tickets for ongoing complex Service Desk/System Engineering activities using ServiceNow for supporting the DFC IT infrastructure and Mobile devices. * Work with clients directly to support and resolve ticket items and system engineering infrastructure issues. * Maintain updates and actions on open assigned tickets and system engineering issues; provide regular tracking and summary inputs to the Service Area Manager as needed. * Work extensively directly with DFC clients on improving ServiceNow automation/system engineering processes and procedures based on ITIL processes, addressing client concerns and issues. * Support HQ office VIPs, support and insure their access and operation of IT system infrastructure facilities such as servers, custom/specialized financial applications, VPN and Wifi, and Service Desk ticket resolution access. * Other duties as assigned. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [3x Performance: A Humbling Journey](https://www.wearedevelopers.com/videos/100165-3x-performance-a-humbling-journey) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [NoCode LiveCode: Leveraging AI Tools to Craft Fully Functional Apps!](https://www.wearedevelopers.com/videos/1169-nocode-livecode-leveraging-ai-tools-to-craft-fully-functional-apps) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)