Service Desk Technician II

The Service Desk Technician II serves as key personnel supporting a high-visibility Federal Government program. The Service Desk Technician II lead, providing advanced Service Desk support by resolving workstation issues, managing accounts, maintaining secure configurations, developing support documentation, collaborating across IT teams, and recommending technology solutions that improve user productivity.

The Service Desk Technician II will be responsible for:

• Track Ticket Status from Start to Resolution.

• Handle requests for assistance received by telephone, the ServiceNow ticketing system, and walk-in inquiries.

• Perform all duties assigned to Level I Technicians, including user workstation support for desktops, laptops, 10Zig zero clients, and mobile thin clients.

• Manage user accounts and provide Help Desk Administration and User Support through the Service Desk.

• Troubleshoot workstations, workstation operating systems, hardware, software, and workstation peripherals.

• Ensure systems remain current with approved configurations and security requirements.

• Assess user issues through conversation or remote access and assign appropriate priorities.

• Create Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training materials.

• Collaborate with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment.

• Evaluate user requirements and workflows and recommend appropriate information technology solutions.

• Update Workstations with Up-to-Date Configurations and Security Regulations.

• Configure and troubleshoot Workstation Peripherals.

• Handle Service Desk requests by Telephone, Heat Ticketing System or Walk-I.

o A minimum of (4) years of IT Help Desk experience.

o (4) years of HELP DESK Administration and USER support work experience.

o CompTIA A+,

o CompTIA Network+,

o Microsoft Certified Professional (MCP) and

o Microsoft Certified Systems Administrator (MCSA). **MCSA certifications can be substituted for 2 years of IT work experience.

• Authorization to work in the United States permanently without sponsorship.