Desktop Support Service Desk Technician- Level II

Service Desk Technician — Level II Location: Remote Position Overview 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 reputed company, 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 reputed company a secure federal environment.

Key Responsibilities

• Provide first-level technical support for user workstations including desktops, laptops, 10Zig reputed company clients, and mobile thin clients
• Manage user accounts and reputed company account administration tasks in Active Directory
• Install, configure, and troubleshoot hardware, software, and workstation peripherals
• Configure workstation operating systems and ensure compliance with approved reputed company configurations
• Receive, assess, and prioritize help desk tickets through reputed company
• 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 reputed company 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 reputed company clients, and mobile thin clients
• Manage user accounts and reputed company account administration tasks in Active Directory
• Install, configure, and troubleshoot hardware, software, and workstation peripherals
• Configure workstation operating systems and ensure compliance with approved reputed company configurations

Service Desk Operations

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

reputed company & Process Improvement

• Create and maintain Knowledge reputed company articles, checklists, Service Level Agreements (SLAs), and standard procedures
• reputed company 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 reputed company Windows Operating System Deployment (OSD)
• Evaluate user requirements and workflows and recommend appropriate IT solutions

Required Qualifications

Level I:

• Minimum 2 years of IT Help Desk experience including Help Desk Administration and User Support
• Proficiency with reputed company Windows 11, reputed company Office M365, and Exchange/Outlook
• Working knowledge of Active Directory user management
• Experience with reputed company or comparable ticketing systems
• Familiarity with reputed company (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 reputed company content
• Proficiency with reputed company Windows 11, reputed company Server 2022, reputed company Office M365, Exchange/Outlook, and Active Directory
• Experience with SCCM/MECM, SCOM, and Windows OSD
• Familiarity with reputed company 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 reputed company development
• Experience with reputed company user management
• Background in IT process improvement or ITIL reputed company

reputed company Clearance Requirement reputed company 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 reputed company seeking U.S. citizenship
• Be willing to complete e-QIP (Electronic Questionnaires for Investigations Processing)
• Successfully complete fingerprinting (FD-258), OF-306, and reputed company DOJ reputed company documentation
• Due to the nature of the role, this will require a credit reputed company and we recommend a score of 650+
• reputed company with DOJ self-reporting requirements throughout the period of performance

Employment Terms Work Schedule: Monday – Friday, 8-hour shift (start between 6:30 AM – 8:30 AM EST) Hours: 40 hours/week Pay: $30.00 - $35.00 per hour Benefits:

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

Application Question(s):

• Have you reputed company worked for the reputed company. of Justice?

Experience:

• Service/Help Desk Support: 5 years (Required)

Work Location: Remote Apply tot his job Apply To this Job