Secret-Cleared IT Service Desk Associate

Kwaan Bear Technology; Adelphi (MD); On-site; USD 42,000 - 60,000; Full time

Job summary

Kwaan Bear Technology in Adelphi, MD is seeking a Service Desk Technician – Associate to provide Tier 1 and Tier 2 IT support for end users across PCs, printers, VDIs, and peripherals. The role emphasizes rapid issue resolution and collaboration with engineering teams.

You will escalate complex problems to senior staff, maintain current knowledge of supported technologies, and ensure DoD 8570/8140 compliance and Security+ guidance are followed.

Qualifications

• 1–3 years of IT support or service desk experience.
• High School Diploma or equivalent.
• CompTIA Security+ CE certification.
• ITIL v4 Foundation certification.
• Must meet DoD 8570/8140 compliance requirements.

Responsibilities

• Deliver Tier 1 & 2 technical support to end users for PCs, servers, printers, VDIs, and other peripherals.
• Troubleshoot issues that cannot be resolved by Tier 1 help desk staff.
• Simulate and recreate user issues to determine root cause and resolve operating difficulties.
• Collaborate with network services, systems engineering, and applications development teams to identify and correct problems.
• Recommend modifications to systems to reduce user issues and enhance overall performance.
• Maintain up-to-date knowledge and technical skill in supported technologies.
• Escalate more complex technical issues to senior-level technicians.
• Work under the direction of the Technical Lead as part of an integrated service desk and end-user support team.

Skills

IT support

Security+ CE

DoD 8570/8140 compliance

Education

High School Diploma or equivalent

Job description

Kwaan Bear Technology in Adelphi, MD is seeking a Service Desk Technician – Associate to provide Tier 1 and Tier 2 IT support for end users across PCs, printers, VDIs, and peripherals. The role emphasizes rapid issue resolution and collaboration with engineering teams.

You will escalate complex problems to senior staff, maintain current knowledge of supported technologies, and ensure DoD 8570/8140 compliance and Security+ guidance are followed.