Tier II Service Desk Technician

Service Desk Technician II

Federal Prison Industries (UNICOR) Information Technology Services Contract

About the Project:

Federal Prison Industries (UNICOR) provides employment and training opportunities toincarceratedindividuals through manufacturing services and technology programs that support federal agencies nationwide.

The Management Information Systems Branch (MISB) supports UNICORs enterprise technology environment including user support infrastructure networking cybersecurity and business systems. As UNICOR continues to modernize its technology environment the Service Desk Technician II will play a key role in supporting usersmaintainingsystem performance and ensuringtimelyresolution of technical issues.

Position Summary:

KeenLogicisseekinga skilled and customer-focused Service Desk Technician II to support Federal Prison Industries (UNICOR) a government corporation within the U.S. Department of Justice. This position supports enterprise IT operations and end-user support services across UNICOR facilities nationwide.

Responsibilities include providing Tier II technical support for desktops laptops thin clients mobile devices and peripheral equipment by troubleshooting hardware software operating system network connectivity and application-related issues. The Service Desk Technician Level II supports account administration workstation configuration software installation operating system maintenance and end-user support activities while ensuring compliance with approved configurations and security requirements.

The Service Desk Technician Level II also develops and maintains Knowledge Base articles Standard Operating Procedures (SOPs) user guides checklists Service Level Agreements (SLAs) and end-user training materials while collaborating with infrastructure networking cybersecurity and development teams to troubleshoot complex issues support workstation configuration management assist with operating system deployments participate in testing and issue replication efforts and recommend technology solutions that improve operational efficiency and user experience.

This positionoperatesunder a hybrid work model and may require occasional onsite support and travel to UNICOR or Bureau of Prisons facilities as opportunity supports a federal contract with a one-year base period and fouroptionyears offering up to five years of continued Fortune 500-level benefits including health dental and vision insurance PTO 401(k) and life insurance.

Work Location:

• Primarily Remote/Hybrid
• Potential support locations include:
  • Washington DC (UNICOR Central Office)
  • Lexington KY
  • Butner NC
  • Allenwood PA
  • Victorville CA

Schedule:

• Monday through Friday
• Full-time (40 hours per week)
• 8-hour shifts
• Start times between 6:30 AM and 8:30 AM
• Endtimesbetween 3:30 PM and 5:30 PM

Requirements:

• 4 years of IT Help Desk Desktop Support or User Support experience

Certification:

• CompTIA A Certification (may be substituted for 1 year of experience)

Required Technical Experience:

• Windows 10/11 support
• Microsoft 365
• Outlook/Exchange
• Active Directory
• ServiceNow or similar ticketing system
• Desktop/laptop troubleshooting
• User account administration
• Remote support experience

Key Job Duties

• Provide Tier II technical support for desktops laptops thin clients mobile devices printers and peripheral equipment.
• Troubleshoot and resolve hardware software operating system network connectivity and application-related issues.
• Respond to and manage incidents and service requests through ServiceNow telephone support email and remote support tools.
• Create update andmaintainuser accounts permissions and access controls within Active Directory and related systems.
• Install configure upgrade andmaintainMicrosoft Windows operating systems Microsoft 365 applications and other enterprise software.
• Assistwith workstation imaging operating system deployments software distribution and endpoint configuration management activities.
• Develop andmaintainKnowledge Base articles SOPs technical documentation and end-user training materials.
• Monitor ticket queues and ensure compliance with Service Level Agreements (SLAs).
• Collaborate with infrastructure networking cybersecurity and development teams to resolve complex technical issues.
• Support both remote and onsite users whilemaintaininga high levelof customer service and professionalism.
• Assistwith inventory management asset tracking equipment deployment and hardware lifecycle activities.
• Perform dutiesin accordance withfederal security policies operational procedures and organizational standards.