Desktop Support Service Desk Technician- Level II

The Service Desk Technician Level II provides comprehensive desktop, user, and infrastructure support. In addition to serving as a skilled frontline technician for end-user issues, this role contributes to knowledge management, training development, and cross-functional collaboration with development and operations staff. The Level II Technician plays a key role in improving service quality, configuration management, and workflow optimization within a secure federal environment., * Provide first-level technical support for user workstations including desktops, laptops, 10Zig zero clients, and mobile thin clients

• Manage user accounts and perform account administration tasks in Active Directory
• Install, configure, and troubleshoot hardware, software, and workstation peripherals
• Configure workstation operating systems and ensure compliance with approved security configurations
• Receive, assess, and prioritize help desk tickets through ServiceNow
• Escalate unresolved issues to Level II Technicians with full documentation
• Track ticket status, communicate updates to end users and the Service Desk Supervisor
• Provide remote access support outside of normal business hours as required
• Submit weekly status reports to the Chief, Customer Support Section
• Participate in required training programs

For Level II:

Desktop & User Support

• Provide technical support for user workstations including desktops, laptops, 10Zig zero clients, and mobile thin clients
• Manage user accounts and perform account administration tasks in Active Directory
• Install, configure, and troubleshoot hardware, software, and workstation peripherals
• Configure workstation operating systems and ensure compliance with approved security configurations

Service Desk Operations

• Receive, assess, and prioritize help desk tickets through ServiceNow
• Diagnose user issues via conversation or remote access and apply appropriate resolutions
• Manage escalated tickets from the queue; serve as a point of escalation for complex issues
• Track ticket status and communicate timely updates to end users and the Service Desk Supervisor
• Provide remote access support outside of normal business hours as required

Knowledge Management & Process Improvement

• Create and maintain Knowledge Base articles, checklists, Service Level Agreements (SLAs), and standard procedures
• Develop end-user training materials and conduct training sessions as needed
• Collaborate with development staff to recreate and document issues in test environments
• Partner with operations staff on configuration management via Windows Operating System Deployment (OSD)
• Evaluate user requirements and workflows and recommend appropriate IT solutions

Do you have experience in Ticketing system technical support?, Level I:

• Minimum 2 years of IT Help Desk experience including Help Desk Administration and User Support
• Proficiency with Microsoft Windows 11, Microsoft Office M365, and Exchange/Outlook
• Working knowledge of Active Directory user management
• Experience with ServiceNow or comparable ticketing systems
• Familiarity with SAP (basic user management knowledge)
• Strong verbal and written communication skills; ability to communicate effectively with non-technical users

For Level II:

• Minimum 4 years of IT Help Desk experience including Help Desk Administration and User Support
• Demonstrated experience creating technical documentation and knowledge base content
• Proficiency with Microsoft Windows 11, Microsoft Server 2022, Microsoft Office M365, Exchange/Outlook, and Active Directory
• Experience with SCCM/MECM, SCOM, and Windows OSD
• Familiarity with ServiceNow or a comparable ITSM ticketing platform
• Strong analytical, problem-solving, and communication skills; ability to communicate effectively with non-technical users

Preferred Qualifications / Substitutions

• CompTIA A+ Certification may substitute for 1 year of the required experience
• Experience with Windows Operating System Deployment (OSD), SCCM/MECM, or SCOM
• Background in end-user training or knowledge base development
• Experience with SAP user management
• Background in IT process improvement or ITIL framework

Security Clearance Requirement

All candidates must hold or be eligible to obtain a Public Trust clearance prior to commencing work under this contract. Candidates must:

• Have legally resided in the United States for three of the five years immediately preceding performance
• Be a U.S. citizen or lawful permanent resident seeking U.S. citizenship
• Be willing to complete e-QIP (Electronic Questionnaires for Investigations Processing)
• Successfully complete fingerprinting (FD-258), OF-306, and all DOJ security documentation
• Due to the nature of the role, this will require a credit check and we recommend a score of 650+
• Comply with DOJ self-reporting requirements throughout the period of performance, * Service/Help Desk Support: 5 years (Required)

$30 - $35 an hour - Full-time, Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance