Job Summary:
We are seeking a customer-focused and technically skilled Service Desk Technician to provide first-level support to end users for hardware, software, and network-related issues. The ideal candidate is a strong communicator with a solid understanding of IT systems, eager to troubleshoot, and committed to providing excellent service in a fast-paced environment. This position requires an active Secret clearance or higher.
Responsibilities:
Respond to incoming service desk requests via phone, email, or ticketing system.
Diagnose and resolve hardware, software, and basic networking issues.
Provide technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
Assist with user account setup, password resets, and access management in Active Directory or similar systems.
Document issues and resolutions in the ticketing system to ensure accurate and timely recordkeeping.
Escalate unresolved issues to higher-level support or specialized teams as needed.
Install, configure, and maintain approved software applications.
Educate users on IT policies, best practices, and self-service tools.
Support onboarding and offboarding of employees with proper hardware and software provisioning.
Participate in continuous improvement of support processes and knowledge base documentation.
