Service Desk Technician

Role overview

This opportunity is posted on behalf of a partner organization that oversees the application process and all follow-up steps. The partner is seeking a Service Desk Technician located in the United States.

You will join a mission-focused IT support setting where the work centers on helping end users with a broad mix of devices, applications, and accounts. The role combines direct troubleshooting with organized ticket handling in an IT service platform. In addition to solving issues, you will help improve support quality by recording solutions, expanding internal knowledge resources, and refining service processes. The environment is fast-moving, structured, and collaborative, so strong communication, attention to detail, and customer service are important. This role offers a chance to deepen technical expertise while supporting large-scale operational needs.

Key responsibilities

• Deliver Tier II help desk support for incidents and service requests involving desktops, laptops, thin clients, mobile devices, and peripherals.
• Administer user accounts and access rights, including work within Active Directory and similar systems.
• Diagnose and fix problems with hardware, software, operating systems, and applications, escalating when appropriate.
• Track, prioritize, and update support tickets in a service management tool while keeping users informed on progress and resolution.
• Maintain alignment with approved system configurations and organizational security expectations.
• Develop and update knowledge base content, checklists, process documents, SLAs, and user training materials.
• Work with development and operations teams to recreate issues, support testing, and assist with deployments and configuration management.
• Assess user requirements and day-to-day workflows to suggest useful technology improvements and solutions.
• Prepare periodic service desk updates and reports covering activities and ongoing work.

Requirements

• A bachelor’s degree in Information Technology or a closely related area is preferred.
• At least 4 years of experience in IT service desk or help desk support, including user support and administration.
• CompTIA A+ certification is preferred and may replace up to 1 year of experience.
• Hands-on experience with Microsoft environments, including Windows 11, Windows Server 2022, Microsoft 365, Outlook/Exchange, Active Directory, SCCM, SCOM, and ServiceNow.
• Basic familiarity with SAP user administration is preferred.
• Experience with Windows operating system deployment and enterprise workstation setup/configuration.
• Strong verbal and written communication skills for working with both technical and non-technical users.
• Ability to handle competing priorities, manage multiple tickets, and work independently in a structured setting.
• Must be a U.S. citizen and eligible to obtain and keep a Public Trust clearance.

Benefits

• Annual pay range of $59,000 to $81,000.
• Health, dental, and vision insurance coverage options.
• Full-time W-2 employment arrangement.
• Standard schedule of 40 hours per week, with 8 hours per day.
• Remote work flexibility.
• Training and professional development support.
• Opportunity to contribute to mission-driven federal IT operations.

Additional information

This hiring process is managed by a partner company, and that organization handles the review of applications and the next steps. The selection process is supported by AI-assisted matching, but final hiring decisions are made by humans. Personal data may be processed for candidate evaluation and shared with the hiring employer, with rights to access, correct, delete, or object to processing where applicable. No external application links or source-site references are included here.

Work pattern

This is a full-time remote role based in the United States.