IT Technician Intermediate

MSM is seeking a qualified Temporary IT Technician to support our client during an anticipated extended employee absence. This full-time temporary assignment is expected to begin late December 2026 and continue through approximately October 8, 2026. This temporary assignment does not guarantee continued employment or conversion to a regular position.

• Act as Tier II support, managing escalated incidents and service requests.
• Troubleshoot and resolve complex issues with Windows operating systems, Office 365, laptops, desktops, mobile devices, and network-connected peripherals (e.g., printers, MFPs).
• Configure, maintain, and support end-user hardware and software, ensuring compliance with DoD standards.
• Perform system imaging and PXE deployments for new and replacement equipment.
• Conduct root cause analysis and implement corrective/preventive actions to reduce recurring incidents.
• Monitor and manage ticket queues, validating, triaging, and routing requests to the correct support teams while ensuring timely resolution.
• Support network connectivity, VPN access, and endpoint security compliance.
• Provide user guidance, technical training, and mentorship for junior technicians.
• Deliver white-glove support for VIP and high-priority users with professionalism and discretion.
• Maintain thorough documentation of processes, incidents, and resolutions in the ticketing system.

• Current Security+ CE Certification (IAT Level II).
• Active DoD Secret Clearance.
• Strong communication and customer service skills, with proven ability to support both technical and non-technical users.
• Familiarity with imaging, deployment, and configuration management tools.
• Ability to document procedures and train others effectively.
• Proficiency with Windows operating systems, Office 365, and enterprise device troubleshooting.
• Experience using ticketing systems such as ServiceNow or Remedy.

Desired Experiences:

• Familiar with Microsoft Azure process and workflows
• 2-4 years of IT support experience in help desk, desktop support, or equivalent role.