Service Desk Technician – Intermediate

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

***Clearance Required: Active Secret Clearance***

Location: Adelphi, MD

Job Compensation: USD 58,000-USD 68,000

Position Overview:

The Service Desk Technician – Intermediate provides Tier 1 and Tier 2 technical support to end users. 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

Black Bear Technology Solutions, LLC (B2TS), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. B2TS 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 B2TS 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. B2TS will not tolerate discrimination or harassment based on any of these characteristics.

Service Desk Technician – Intermediate

***Clearance Required: Active Secret Clearance***

Location: Adelphi, MD

Job Compensation: USD 58,000-USD 68,000

Position Overview:

The Service Desk Technician – Intermediate provides Tier 1 and Tier 2 technical support to end users. 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