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

Kwaan Bear Technology; Maryland; On-site; USD 55,000 - 80,000; Full time

Job summary

Kwaan Bear Technology is seeking a Service Desk Technician – Associate to provide Tier 1 and Tier 2 support to end users at Aberdeen Proving Grounds, MD. The role focuses on resolving hardware, software, and peripheral issues and escalating complex cases as needed.

This position requires an Active Secret Clearance, DoD 8570/8140 compliance, and ITIL v4 Foundation with CompTIA Security+ CE. You will collaborate with network services and engineering teams under the Technical Lead.

Qualifications

• 1–3 years in IT support or related service desk environments
• High School Diploma or equivalent
• CompTIA Security+ CE
• ITIL v4 Foundation
• 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

Tier 1/2 support

Troubleshooting

Customer service

Education

High School Diploma

Tools

Windows OS

VDIs

Printers

Job description

Kwaan Bear Technology is seeking a Service Desk Technician – Associate to provide Tier 1 and Tier 2 support to end users at Aberdeen Proving Grounds, MD. The role focuses on resolving hardware, software, and peripheral issues and escalating complex cases as needed.

This position requires an Active Secret Clearance, DoD 8570/8140 compliance, and ITIL v4 Foundation with CompTIA Security+ CE. You will collaborate with network services and engineering teams under the Technical Lead.