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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Service Desk Technician- Level II - **Company:** REVOLVE - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $62,400.0 - $72,800.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Configuration Management, Issue Tracking Systems, Knowledge Management, Microsoft Office, System Center Operations Management, Microsoft Servers, System Center Configuration Manager, Remote Access Technology, SAP (Applications), Peripherals, User Administration, Servicenow, User Accounts - **Published:** June 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a181f3624bb02633 ## About the Role 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) ## Description 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)