Service Desk Support Specialist

The Service Desk Support Specialist (Intermediate/Senior) provides Tier II technical support for enterprise IT environments ensuring reliable operation of mission-critical systems. The role is responsible for troubleshooting hardware software network and user account issues while delivering exceptional customer service through multiple support channels. The position also supports desktop deployments Microsoft enterprise technologies Active Directory administration and technical documentation.

• Provide Tier II service desk support via email Microsoft Teams telephone and walk-in support.
• Receive document prioritize track and resolve service requests and trouble tickets.
• Route support tickets to appropriate technical teams and monitor progress through resolution.
• Troubleshoot hardware software network connectivity and user account issues.
• Support Active Directory account management and access requests.
• Install configure deploy relocate and maintain desktop computers laptops peripherals and mobile devices.
• Support Microsoft Windows 10/11 Microsoft Office 365 Microsoft Teams OneDrive SharePoint Active Directory and related enterprise applications.
• Install software updates security patches and system configurations.
• Perform workstation backup restoration refresh and relocation activities.
• Develop and maintain technical documentation SOPs and knowledge base articles.
• Deliver technical training and knowledge-sharing sessions.
• Provide VIP user support and maintain high customer service standards.
• Collaborate with systems network and cybersecurity teams to resolve technical issues.

• U.S. Citizenship with an active DoD Secret Clearance.
• Minimum 4 years of experience supporting enterprise IT environments in a Help Desk or Service Desk role.
• DoD 8570/8140 IAT Level II Certification (CompTIA Security or equivalent).
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
• Experience supporting Microsoft operating systems Office 365 and enterprise desktop environments.
• Strong troubleshooting communication and customer service skills.

• Experience supporting enterprise Microsoft technologies.
• Knowledge of Active Directory administration.
• Experience with desktop deployment imaging and workstation lifecycle management.
• Experience working in secure government or enterprise IT environments.
• Strong documentation and technical communication abilities.

• Full-Time

• On-site