Remote Service Desk Pro - Windows IT Solutions

West 4th Strategy; United States; Remote; USD 59,000 - 81,000; Full time

Job summary

West 4th Strategy seeks an experienced Service Desk Technician II for a remote role supporting Federal Prison Industries (UNICOR). You will handle desk-side and remote support, develop knowledge base articles, and collaborate on OS deployment and process improvements.

Responsibilities include troubleshooting Windows workstations, managing incidents, and producing end-user training materials; a Bachelor’s degree is preferred and 40 hours/week at W-2.

Qualifications

• 4 years of IT Help Desk experience including Help Desk administration and user support.
• Strong verbal and written communication with non-technical users.
• Experience with Microsoft Windows and enterprise IT tools.

Responsibilities

• Performs account management and desktop/laptop/troubleshooting.
• Maintains configurations and security requirements.
• Handles Service Desk requests via phone, ServiceNow, or walk-ins.
• Assesses issues and escalates to Level II when needed.
• Creates KB articles, checklists, SLAs, procedures, and training materials.
• Collaborates with dev/ops on test environments and OSD workflows.
• Provides weekly status reports to leadership and completes training.
• Participates in ongoing training requirements.

Skills

Communication skills

Customer support

Team collaboration

Education

Bachelor's degree in related field

Tools

Windows 11

Windows Server 2022

Office 365

Exchange/Outlook

Active Directory

SCCM

SCOM

ServiceNow

OS Deployment

SAP (basic)

Job description

West 4th Strategy seeks an experienced Service Desk Technician II for a remote role supporting Federal Prison Industries (UNICOR). You will handle desk-side and remote support, develop knowledge base articles, and collaborate on OS deployment and process improvements.

Responsibilities include troubleshooting Windows workstations, managing incidents, and producing end-user training materials; a Bachelor’s degree is preferred and 40 hours/week at W-2.