Hybrid Service Desk Technician – Windows & IT Support

Catapult Federal Services; Oklahoma City (OK); Hybrid; USD 32,000 - 55,000; Full time

Job summary

Catapult Federal Services is seeking a Service Desk professional to provide frontline technical support to employees. The role requires triaging incidents, performing initial assessment, and routing complex issues to appropriate teams.

The candidate will document resolutions and contribute to knowledge bases while ensuring high levels of customer satisfaction. The position supports a hybrid work arrangement in Oklahoma City, with a schedule of weekdays and standard onboarding processes.

Qualifications

• Basic knowledge of systems and procedures from prior work or education.
• Preferably Service Desk experience.
• Proficiency with Windows 11.
• Experience with installation, configuration, and troubleshooting of computers.
• Knowledge of help desk call-tracking systems; ServiceNow desired.

Responsibilities

• Answer, evaluate, and prioritize incoming requests for assistance from users.
• Engage other service resources to resolve incidents beyond scope.
• Interview user to collect information and guide through diagnostics.
• Troubleshoot hardware, software, networking, and mobile device issues.
• Open, track, and close trouble tickets; ensure end-user satisfaction.

Skills

Service Desk experience

Windows 11 proficiency

Incident management

Customer service

Troubleshooting

Education

Vocational or technical education

Tools

ServiceNow

Active Directory

Job description

Catapult Federal Services is seeking a Service Desk professional to provide frontline technical support to employees. The role requires triaging incidents, performing initial assessment, and routing complex issues to appropriate teams.

The candidate will document resolutions and contribute to knowledge bases while ensuring high levels of customer satisfaction. The position supports a hybrid work arrangement in Oklahoma City, with a schedule of weekdays and standard onboarding processes.