Service Desk Pro — Intermediate (Secret Clearance)

HRB; Adelphi (MD); On-site; USD 58,000 - 68,000; Full time

Job summary

Black Bear Technology Solutions, LLC (B2TS) seeks a Service Desk Technician – Intermediate to provide Tier 1 and 2 support for end users in a secure environment in Adelphi, MD. The role requires strong hardware and software troubleshooting and coordination with network, systems, and applications teams.

The candidate must have 3–5 years of IT support experience, a High School Diploma or equivalent, and DoD 8570/8140 compliance readiness, with certifications including CompTIA Security+ CE and ITIL

Qualifications

• Minimum of 3–5 years in IT support or related help desk environments.
• High School Diploma or equivalent.
• Must meet DoD 8570/8140 compliance requirements.
• Certifications include CompTIA Security+ CE, ITIL v4 Foundation, and OS Certifications.

Responsibilities

• Deliver Tier 1 & 2 technical support to end users for PCs, servers, printers, and VDIs.
• 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 local Service Desk Lead as part of an integrated service desk and end-user support team.

Skills

IT support

Help desk

Tier 1/2

Education

High School Diploma

Certifications: CompTIA Security+ CE

Certifications: ITIL v4 Foundation

OS Certifications

Job description

Black Bear Technology Solutions, LLC (B2TS) seeks a Service Desk Technician – Intermediate to provide Tier 1 and 2 support for end users in a secure environment in Adelphi, MD. The role requires strong hardware and software troubleshooting and coordination with network, systems, and applications teams.

The candidate must have 3–5 years of IT support experience, a High School Diploma or equivalent, and DoD 8570/8140 compliance readiness, with certifications including CompTIA Security+ CE and ITIL