Remote IT Service Desk Technician (Level I/II)

Mount Mary University; Allenwood (PA); On-site; USD 52,000 - 75,000; Full time

Job summary

Dynamic Solutions Technology, LLC (DST) is seeking a full-time Service Desk Technician (Level I / Level II) to support a Federal Government customer from Allenwood, PA. This exempt remote role offers the opportunity to resolve desktop, OS, and network issues while adhering to security policies and SLAs.

Responsibilities include incident triage, account management, hardware/software troubleshooting, and end-user training.

Qualifications

• 2–4 years minimum Help Desk administration experience.
• Ability to exercise discretion evaluating client OS, hardware configuration, firewalls, security, and network infrastructure.
• Demonstrate a wide degree of creativity and latitude in problem solving.

Responsibilities

• Provide first-line technical support for desktops, laptops, 10Zig zero clients, mobile thin clients, and workstation peripherals.
• Manage user accounts, passwords, permissions, and access requests in accordance with organizational security policies.
• Troubleshoot hardware, software, operating system, network connectivity, and peripheral device issues.
• Install, configure, and maintain workstation hardware, software applications, and operating systems.
• Ensure workstations remain compliant with approved configurations, security baselines, patches, and enterprise standards.
• Receive and process support requests via telephone, ServiceNow ticketing system, remote support tools, and walk-in inquiries.
• Diagnose user-reported issues, assign appropriate priorities, and escalate complex incidents to Level II or specialized support teams as required.
• Track ticket status, document troubleshooting steps, and communicate progress, resolutions, and issues to users and Service Desk management.
• Create and maintain Knowledge Base articles, troubleshooting guides, checklists, procedures, SLAs, and end-user documentation.
• Collaborate with development teams to reproduce and validate issues in test environments and support operational configuration management activities.
• Assist with Windows Operating System deployment, imaging, configuration management, and workstation provisioning.
• Evaluate user requirements, workflows, and business processes to recommend effective information technology solutions.
• Provide end-user training and technical guidance to improve system utilization, productivity, and customer satisfaction

Skills

Help Desk Administration

Technical Troubleshooting

Customer Support

Education

Bachelor’s degree in Information Technology or related field

CompTIA A+ certification or higher

Job description

Dynamic Solutions Technology, LLC (DST) is seeking a full-time Service Desk Technician (Level I / Level II) to support a Federal Government customer from Allenwood, PA. This exempt remote role offers the opportunity to resolve desktop, OS, and network issues while adhering to security policies and SLAs.

Responsibilities include incident triage, account management, hardware/software troubleshooting, and end-user training.