Service Desk Support Specialist (Intermediate/Senior)
On-siteOrlando, Florida, United States
Orlando, Florida, United StatesOn-siteFull TimeSenior LevelSmall
Full TimeSenior LevelSmall
Job Summary
Provide Tier II service desk support via email, Microsoft Teams, telephone, and walk-in channels for mission-critical government operations. Troubleshoot hardware, software, and account issues while managing Active Directory, Windows 10/11, Office 365, and mobile devices. Route tickets, document requests, and deliver user education to ensure efficient resolution and service delivery. Support VIP users and maintain technical documentation and knowledge bases. This role works closely with systems and cybersecurity teams to improve performance and operational reliability.
Required Qualifications
- U.S. Citizen
- Active DoD Secret Clearance
- DoD 8570/8140 IAT Level II certification or higher
- Four (4+) years of experience supporting enterprise IT environments, preferably within a Help Desk or Service Desk environment
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- Experience providing technical support for Microsoft operating systems, desktop applications, and enterprise user environments
- Non-remote
- Experience providing Tier II/III technical support, troubleshooting complex issues, and supporting enterprise end-user technologies
- Experience mentoring junior technicians and supporting service delivery improvement initiatives
Desired Qualifications
- Bachelor's degree in Computer Science, Information Technology, IT Service Management, or a related technical discipline
- Microsoft certifications supporting Windows 10, Windows 11, or Microsoft 365 Endpoint Administration
- ITIL v4, HDI, or other Service Management certifications
- Experience supporting Active Directory, Windows 10/11, Microsoft Office 365, Microsoft Teams, iPhone/iOS devices, and remote desktop technologies including Citrix
- Experience working within Department of Defense (DoD) environments
- Experience with knowledge management initiatives, process improvement, and technical documentation development
- Experience supporting mission-critical systems and high-profile or VIP customers
- Experience leading small teams and fostering a culture of collaboration, continuous learning, and operational excellence
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