Service Desk Technician – Intermediate

Kwaan Bear Technology; Adelphi (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

Kwaan Bear Technology in Adelphi, MD is hiring a Service Desk Technician – Intermediate to deliver Tier 1 and 2 user support for a range of hardware, software, and peripherals. The role emphasizes rapid problem resolution and escalation when needed.

The position requires 3–5 years of IT support experience, a high school diploma or equivalent, and DoD 8570/8140 compliance readiness. CompTIA Security+ CE and ITIL v4 Foundation are mandatory certifications.

Qualifications

• 3–5 years of IT support or help desk experience.
• High School Diploma or equivalent required.
• DoD 8570/8140 compliance requirements must be met.

Responsibilities

• Provide Tier 1 & 2 technical support to end users for PCs, printers, VDIs, and peripherals.
• Troubleshoot issues escalated from Tier 1 and replicate root causes for faster resolution.
• Collaborate with network services, systems engineering, and applications development teams to identify and fix problems.
• Escalate complex issues to senior technicians and work under the Service Desk Lead guidance.
• Maintain up-to-date knowledge of supported technologies and contribute to process improvements.

Skills

Tier 1/2 support

Customer support

Troubleshooting

Communication

Education

High School Diploma or equivalent

Tools

CompTIA Security+ CE

ITIL v4 Foundation

Windows OS

Job description

Clearance Required: Active Secret Clearance

Location: Adelphi, MD

Position Overview:

The Service Desk Technician – Intermediate 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 local Service Desk Lead as part of an integrated service desk and end-user support team.

Required Qualifications:

• Experience: Minimum of 3 to 5 years in IT support or related help desk environments
• Education: High School Diploma or equivalent

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.