Service Desk Technician (Level I / Level II)

Dynamic Solutions Technology LLC; Allenwood (PA); Remote; USD 40,000 - 60,000; Full time

Job summary

Dynamic Solutions Technology LLC is seeking a full-time Service Desk Technician (Level I / Level II) to provide critical support for a Federal Government customer in Allenwood, PA. This role is exempt and offers remote work options.

The technician will handle technical support for various devices, manage user accounts, and troubleshoot hardware and software issues. Candidates should have 2-4 years of experience in Help Desk Administration and possess a Bachelor's degree in IT or a related field, along with relevant certifications.

Qualifications

• 2-4 years minimum Help Desk Administration experience.
• Ability to evaluate client’s operating systems and configurations.
• Creativity and latitude in problem-solving.

Responsibilities

• Provide first-line technical support for various devices.
• Manage user accounts and permissions.
• Troubleshoot hardware and software issues.
• Install and maintain workstation hardware and software.
• Document and track troubleshooting steps and resolutions.
• Assist with OS deployment and configuration.

Skills

Technical support

Troubleshooting

User account management

Knowledge Base creation

Education

Bachelor's degree in Information Technology

CompTIA A+ certification

Job description

Dynamic Solutions Technology, LLC (DST), a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full‑time Service Desk Technician (Level I / Level II) to provide support to a Federal Government customer in the Allenwood, PA, location. This is an exempt remote role.

Responsibilities Include:

• Provide first-line technical support for desktops, laptops, 10Zig zero clients, mobile thin clients, and workstation peripherals.
• Manage user accounts, passwords, permissions, and access requests in accordance with organizational security policies.
• Troubleshoot hardware, software, operating system, network connectivity, and peripheral device issues.
• Install, configure, and maintain workstation hardware, software applications, and operating systems.
• Ensure workstations remain compliant with approved configurations, security baselines, patches, and enterprise standards.
• Receive and process support requests via telephone, ServiceNow ticketing system, remote support tools, and walk-in inquiries.
• Diagnose user-reported issues, assign appropriate priorities, and elevate complex incidents to Level II or specialized support teams as required.
• Track ticket status, document troubleshooting steps, and communicate progress, resolutions, and issues to users and Service Desk management.
• Create and maintain Knowledge Base articles, troubleshooting guides, checklists, procedures, Service Level Agreements (SLAs), and end‑user documentation.
• Collaborate with development teams to reproduce and validate issues in test environments and support operational configuration management activities.
• Assist with Windows Operating System deployment, imaging, configuration management, and workstation provisioning.
• Evaluate user requirements, workflows, and business processes to recommend effective information technology solutions.
• Provide end‑user training and technical guidance to improve system utilization, productivity, and customer satisfaction.

Required Experience:

• 2‑4 years minimum Help Desk Administrtion experience.
• Be able to exercise a high degree of discretion when evaluating client’s operating systems, hardware configuration, firewalls, security, and network infrastructure.
• Demonstrate a wide degree of creativity and latitude as expected.

Required Education/Training:

• Bachelors of Science degree in Information Technology or related field; relevant and equivalent experience may be substituted for degree requirement.
• Certifications: CompTIA A+ certification or higher