Service Desk Technician – Intermediate
On-siteAdelphi, Maryland, United States
Job Summary
Deliver Tier 1 and Tier 2 technical support to end users for PCs, servers, printers, VDIs, and peripherals. Troubleshoot issues unresolvable by Tier 1 staff, simulate and recreate user problems to determine root causes, and collaborate with network, systems engineering, and applications teams to correct defects. Recommend system modifications to reduce recurring issues and enhance performance while maintaining up-to-date technical knowledge. Escalate complex cases to senior-level technicians and work under the direction of the local Service Desk Lead as part of an integrated support team. Requires active Secret Clearance, 3–5 years of IT support experience, and CompTIA Security+ CE and ITIL v4 Foundation certifications.
Required Qualifications
- Active Secret Clearance
- Minimum of 3 to 5 years in IT support or related help desk environments
- High School Diploma or equivalent
- CompTIA Security+ CE
- ITIL v4 Foundation
- Relevant Operating System Certifications
- Must meet DoD 8570/8140 compliance requirements
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