Service Desk Technician II

Terrestris Global Solutions; Washington (District of Columbia); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Financial benefits

Retirement benefits

Tuition assistance

Paid leave

Job summary

Terrestris Global Solutions is seeking a Service Desk Technician II for the Central UNICOR office in Washington, D.C. This remote/hybrid position involves advanced Service Desk support, including troubleshooting workstation issues and managing user accounts.

The ideal candidate must have at least four years of IT Help Desk experience, and have the ability to obtain Public Trust Clearance. We offer competitive health and retirement benefits, tuition assistance, and a supportive work environment.

Qualifications

• Authorization to work in the United States permanently without sponsorship.
• Minimum of four years of IT Help Desk experience including Help Desk Administration and User Support.
• Certification: CompTIA A+ Certification may substitute for one year of experience.

Responsibilities

• Provide advanced Service Desk support by resolving workstation issues.
• Manage user accounts and provide Help Desk Administration and User Support.
• Troubleshoot workstations, operating systems, hardware, software, and peripherals.

Skills

IT Help Desk experience

User Support

CompTIA A+ Certification

Education

Ability to obtain Public Trust Clearance

Tools

ServiceNow

Job description

Job Overview

We are seeking a Service Desk Technician II to provide IT Technology Services for the Central UNICOR office in Washington, D.C. This position is remote/hybrid; candidates must be willing to work on-site when required and this position is contingent upon contract award.

Company Overview

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. Rooted in USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the government become more efficient and effective.

Responsibilities

As the Service Desk Technician II you will be a key person for the IT Technology Services contract, providing advanced Service Desk support by resolving workstation issues, managing accounts, maintaining secure configurations, developing support documentation, collaborating across IT teams, and recommending technology solutions that improve user productivity.

You will:

• Perform all duties assigned to Level I Technicians, including user workstation support for desktops, laptops, 10Zig zero clients, and mobile thin clients.
• Manage user accounts and provide Help Desk Administration and User Support through the Service Desk.
• Troubleshoot workstations, workstation operating systems, hardware, software, and workstation peripherals.
• Ensure systems remain current with approved configurations and security requirements.
• Handle requests for assistance received by telephone, the ServiceNow ticketing system, and walk-in inquiries.
• Assess user issues through conversation or remote access and assign appropriate priorities.
• Track ticket status and resolution while communicating updates or issues to users and the Service Desk Supervisor.
• Create Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training materials.
• Collaborate with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment.
• Evaluate user requirements and workflows and recommend appropriate information technology solutions.

Qualifications

• Authorization to work in the United States permanently without sponsorship.
• Ability to obtain Public Trust Clearance.
• A minimum of four years of IT Help Desk experience including Help Desk Administration and User Support.
• Certification: CompTIA A+ Certification may substitute for one year of experience.

Benefits

We offer outstanding benefits including health, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Full-time and part-time employees working at least 20 hours a week are eligible for our benefit programs. Other offerings may be provided for employees not within this category.

Equal Opportunity Employer

Terrestris is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.