Senior Service Desk Technician – Remote IT Support

West 4th Strategy; Washington (District of Columbia); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Job summary

Federal Prison Industries (UNICOR) seeks a Services Desk Technician II to handle escalated Tier 2 support, configure Windows environments, manage deployments, and contribute to knowledge-base materials. This full‑time role requires strong communication and problem-solving, with a focus on secure, reliable IT services for federal agencies.

Responsibilities include patch management, onboarding/offboarding, and mentoring Level I technicians, while ensuring alignment with ITIL processes and

Qualifications

• 4+ years of IT Help Desk experience.
• CompTIA A+ can substitute for 1 year of network experience.
• Strong verbal and written communication skills.
• Experience with Windows 11, Server 2022, Active Directory, SCCM/MECM, and ITIL-aligned processes.

Responsibilities

• Resolve escalated Tier 2 helpdesk tickets involving OS configuration, application errors, and network connectivity issues.
• Diagnose and repair hardware failures on desktops, laptops, and peripherals.
• Troubleshoot VPN, Wi‑Fi, and LAN connectivity for on-site and remote employees.
• Administer and support Windows 11, Office 365, Teams, Adobe Acrobat, and Active Directory.

Skills

Help desk experience

Communication skills

Troubleshooting

ITIL processes

Education

Bachelor's degree (preferred)

Tools

Windows 11

Windows Server 2022

MECM/SCCM

Active Directory

ServiceNow

OS Deployment

Office 365

BigFix/ELM

Job description

Federal Prison Industries (UNICOR) seeks a Services Desk Technician II to handle escalated Tier 2 support, configure Windows environments, manage deployments, and contribute to knowledge-base materials. This full‑time role requires strong communication and problem-solving, with a focus on secure, reliable IT services for federal agencies.

Responsibilities include patch management, onboarding/offboarding, and mentoring Level I technicians, while ensuring alignment with ITIL processes and