Secret-Cleared Service Desk Technician – Tier 1/2 Support

KWAAN; Aberdeen, Northern (MD, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Kwaan Bear Technology is seeking a Service Desk Technician – Associate at Aberdeen Proving Grounds, MD to provide Tier 1 and Tier 2 end-user support for PCs, printers, VDIs and peripherals under the program. This role supports operations, resolves hardware and software issues, and escalates complex cases as needed.

Required qualifications include 1–3 years in IT support, a High School Diploma or equivalent, CompTIA Security+ CE, ITIL v4 Foundation, and DoD 8570/8140 compliance.

Qualifications

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

Responsibilities

• Deliver Tier 1 & 2 technical support for PCs, servers, printers, and VDIs.
• Troubleshoot issues that cannot be resolved by Tier 1 staff.
• Simulate and reproduce user issues to identify root cause.
• Collaborate with network services, systems engineering, and apps teams.
• Recommend system modifications to reduce issues and improve performance.
• Maintain up-to-date knowledge of supported technologies.
• Escalate complex issues to senior technicians.
• Work under the Technical Lead within an integrated service desk.

Skills

IT support

Help desk

Tier 1/2

Education

High School Diploma

DoD 8570/8140 compliant

Tools

VDIs

Printers

Job description

Kwaan Bear Technology is seeking a Service Desk Technician – Associate at Aberdeen Proving Grounds, MD to provide Tier 1 and Tier 2 end-user support for PCs, printers, VDIs and peripherals under the program. This role supports operations, resolves hardware and software issues, and escalates complex cases as needed.

Required qualifications include 1–3 years in IT support, a High School Diploma or equivalent, CompTIA Security+ CE, ITIL v4 Foundation, and DoD 8570/8140 compliance.