Service Desk Technician – Intermediate

Blackbear; Maryland; On-site; USD 60,000 - 80,000; Full time

Job summary

A leading technology company seeks a Service Desk Technician – Intermediate to provide Tier 1 and Tier 2 technical support. The role requires close collaboration with various technical teams, delivering troubleshooting assistance for hardware and software issues, and ensuring operational effectiveness. Candidates should have at least 3 to 5 years of IT support experience and relevant certifications. This position contributes significantly to user satisfaction and performance enhancements across supported platforms.

Qualifications

• 3 to 5 years in IT support or related help desk environments.
• Must meet DoD 8570/8140 compliance requirements.

Responsibilities

• Deliver Tier 1 & 2 technical support to end users for PCs, servers, printers, and VDIs.
• Collaborate with teams to identify and correct problems.
• Escalate complex technical issues to senior-level technicians.

Skills

Troubleshooting

Technical Support

Collaboration

Problem Solving

Education

High School Diploma or equivalent

Tools

CompTIA Security+ CE

ITIL v4 Foundation

Operating System Certifications

Job description

Service Desk Technician – Intermediate

Clearance Required: Active Secret Clearance

Location: Aberdeen Proving Grounds

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
  

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.