Service Desk Technician — Level II

Position: Service Desk Technician - Level II

Primary Location: Washington, DC 20534
Shift: Monday-Friday, 8-hour shift

Clearance Required: Public Trust Clearance - must be able to obtain and maintain prior to performance

RESPONSIBILITIES

• Perform all Level I Service Desk Technician duties
• Assist in creating Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training materials
• Collaborate with development staff to recreate issues in the test environment
• Work with operations staff on configuration management through Windows Operating System Deployment (OSD)
• Evaluate user requirements and workflows; recommend appropriate IT solutions
• Provide guidance and escalation support to Level I technicians

EXPERIENCE REQUIREMENTS

• Minimum 4 years of IT Help Desk experience
• Experience must include Help Desk Administration and User Support
• CompTIA A+ Certification may be substituted for 1 year of the required 4 years of experience

CERTIFICATIONS

• CompTIA A+ - may substitute for 1 year of experience
• Additional preferred: Microsoft Windows 11, Microsoft Office M365, Active Directory, ServiceNow, SCCM/SCOM, Windows OSD, Exchange/Outlook, SAP (basic user management)