Primary Location: Washington, DC 20534 Shift: Monday–Friday, 8-hour shift
Clearance Required: Public Trust Clearance — must be able to obtain and maintain prior to performance
RESPONSIBILITIES
Perform all Level I Service Desk Technician duties
Assist in creating Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training materials
Collaborate with development staff to recreate issues in the test environment
Work with operations staff on configuration management through Windows Operating System Deployment (OSD)
Evaluate user requirements and workflows; recommend appropriate IT solutions
Provide guidance and escalation support to Level I technicians
EXPERIENCE REQUIREMENTS
Minimum 4 years of IT Help Desk experience
Experience must include Help Desk Administration and User Support
CompTIA A+ Certification may be substituted for 1 year of the required 4 years of experience
CERTIFICATIONS
CompTIA A+ — may substitute for 1 year of experience
Additional preferred: Microsoft Windows 11, Microsoft Office M365, Active Directory, ServiceNow, SCCM/SCOM, Windows OSD, Exchange/Outlook, SAP (basic user management)