Service Desk Technician – Associate

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

Clearance Required:

Active Secret Clearance

Position Overview:

The Service Desk Technician – Associate provides Tier 1 and Tier 2 technical support to end users under the program. This role is critical to maintaining operational effectiveness across all supported environments, resolving hardware, software, and peripheral issues efficiently while escalating complex cases as needed.

Key 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.

Required Qualifications:

• Experience: Minimum of 1 to 3 years in IT support or related service desk environments
• Education: High School Diploma or equivalent
• CompTIA Security+ CE
• ITIL v4 Foundation
• Must meet DoD 8570/8140 compliance requirements

Service Desk Technician – Associate

Clearance Required:

Active Secret Clearance

Location

Aberdeen Proving Grounds, MD

Position Overview:

The Service Desk Technician – Associate provides Tier 1 and Tier 2 technical support to end users under the program. This role is critical to maintaining operational effectiveness across all supported environments, resolving hardware, software, and peripheral issues efficiently while escalating complex cases as needed.

Key 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.

Required Qualifications:

• Experience: Minimum of 1 to 3 years in IT support or related service desk environments
• Education: High School Diploma or equivalent
• CompTIA Security+ CE
• ITIL v4 Foundation
• Must meet DoD 8570/8140 compliance requirements

Certifications (Required):

• CompTIA Security+ CE
• ITIL v4 Foundation
• Relevant Operating System Certifications
• Must meet DoD 8570/8140 compliance requirements

Kwaan Bear Technology (KBT), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. KBT is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KBT are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KBT will not tolerate discrimination or harassment based on any of these characteristics.