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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Service Desk Technician - **Company:** KeenLogic, LLC - **Location:** Washington, DC, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, Software Applications, Microsoft Outlook, Business Systems, Configuration Management, Cyber Security, Desktop Computing, Microsoft Exchange Server, HP Thin Clients, Issue Tracking Systems, Knowledge Management, Microsoft Office, System Center Operations Management, Microsoft Servers, System Center Configuration Manager, Laptops, Servicenow - **Published:** June 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=332bb7fc752162a0 ## About the Role Do you have experience in Ticketing system technical support?, * US Citizen and eligible for government clearances * 4+ years of IT Help Desk, Desktop Support, or User Support experience. * Experience supporting Microsoft Windows operating systems and end-user devices. * Strong troubleshooting and customer service skills. * Experience working within ticketing systems such as ServiceNow. * Strong verbal and written communication skills. * Ability to communicate effectively with both technical and non-technical users. * Ability to work independently and collaboratively within a team environment. Preferred Qualifications: * CompTIA A+, Network+, or similar industry certifications. * Experience supporting federal government environments. * Experience with Microsoft 365 and Exchange. * Experience supporting remote users. * Experience creating technical documentation, training materials, or knowledge base articles. * Familiarity with Windows Operating System Deployment (OSD). Technical Environment: Candidates should have experience supporting and troubleshooting technologies such as: * Microsoft Windows 11 * Microsoft Server 2022 * Microsoft Office 365 * Microsoft Exchange / Outlook * Active Directory * ServiceNow * SCCM (System Center Configuration Manager) * SCOM (System Center Operations Manager) * Windows Operating System Deployment (OSD) * User account administration * Desktop and laptop hardware support * Peripheral device troubleshooting ## Description The Management Information Systems Branch (MISB) supports UNICOR's enterprise technology environment, including user support, infrastructure, networking, cybersecurity, and business systems. As UNICOR continues to modernize its technology environment, the Service Desk Technician II will play a key role in supporting users, maintaining system performance, and ensuring timely resolution of technical issues., KeenLogic is seeking a skilled and customer-focused Service Desk Technician II to support Federal Prison Industries (UNICOR), a government corporation within the U.S. Department of Justice. This position supports enterprise IT operations and end-user support services across UNICOR facilities nationwide., The Service Desk Technician II serves as an advanced member of the IT support team, providing technical assistance to end users, troubleshooting workstation and application issues, managing ServiceNow tickets, and supporting Microsoft-based environments. This role also assists with documentation development, knowledge management, training materials, and process improvement initiatives to enhance IT service delivery., End User Support * Provide Tier I and Tier II technical support to end users. * Troubleshoot hardware, software, operating system, and peripheral issues. * Support desktops, laptops, thin clients, mobile devices, and related technologies. * Configure and maintain workstation operating systems and software applications. * Install, configure, and troubleshoot hardware and software components. * Assist users through phone, remote support sessions, and ticketing systems. Service Desk Operations * Respond to and resolve incidents and service requests submitted through ServiceNow. * Prioritize and escalate issues as appropriate. * Track ticket progress and provide timely updates to users and management. * Ensure service requests are resolved in accordance with established service levels. Documentation & Knowledge Management * Develop and maintain: + Knowledge Base Articles + Standard Operating Procedures (SOPs) + User Guides + Checklists + Service Level Agreements (SLAs) + End User Training Materials Technical Collaboration * Collaborate with infrastructure, networking, and development teams to troubleshoot complex issues. * Assist with operating system deployments and workstation configuration management. * Participate in testing activities and issue replication efforts. * Evaluate user workflows and recommend technology solutions to improve efficiency and user experience. Continuous Improvement * Identify recurring issues and recommend process improvements. * Assist in improving service desk operations, documentation, and support processes. * Support technology modernization initiatives and operational enhancements. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [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) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers)