Service Desk Technician – Intermediate
Clearance Required: Active Secret Clearance
Location: Adelphi, MD
Position Overview:
The Service Desk Technician – Intermediate provides Tier 1 and Tier 2 technical support to end users under the program. This role is critical to maintaining operational effectiveness across all supported environments, resolving hardware, software, and peripheral issues efficiently while escalating complex cases as needed.
Key Responsibilities:
Deliver Tier 1 & 2 technical support to end users for PCs, servers, printers, VDIs, and other peripherals.
Troubleshoot issues that cannot be resolved by Tier 1 help desk staff.
Simulate and recreate user issues to determine root cause and resolve operating difficulties.
Collaborate with network services, systems engineering, and applications development teams to identify and correct problems.
Recommend modifications to systems to reduce user issues and enhance overall performance.
Maintain up-to-date knowledge and technical skill in supported technologies.
Escalate more complex technical issues to senior-level technicians.
Work under the direction of the local Service Desk Lead as part of an integrated service desk and end-user support team.
Required Qualifications:
• Experience: Minimum of 3 to 5 years in IT support or related help desk environments
• Education: High School Diploma or equivalent
• Certifications (Required):
CompTIA Security+ CE
ITIL v4 Foundation
Relevant Operating System Certifications
Must meet DoD 8570/8140 compliance requirements
Service Desk Technician – Intermediate • Adelphi, MD, USA
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