Help Desk Technician

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Description

Key Duties & Responsibilities Operate a consolidated Tier 2 service desk answering IT/IM service calls for 2,000+ end users, working in Microsoft Office, 365, OneDrive, ServiceNow, and Enterprise Service Management Platform. Diagnose and resolve common customer problems; screen incidents and requests and escalate unresolved issues to the appropriate section, team, or contractor. Install, troubleshoot, and repair end user devices, including computers, laptops, printers, scanners, and other hardware. Provide configuration support and touch labor for network printers. Maintain standard office automation desktop software IAW current Army standards: ensure operability, install centrally funded software, and manage releases, updates, and license accountability for commercial, standard, and beta software, including site licenses and new system releases. Push software updates, security updates, vendor patches (service packs, service releases), and IAVAs to end user devices electronically, or coordinate manual installs with customers. Document fixes in the knowledge base, maintain asset/inventory records, and follow Army cybersecurity and change-management procedures. Qualifications U.S. citizenship with an active Secret clearance. DoD 8140/8570 IAT Level II certification (e.g., CompTIA Security+ CE) 2+ years supporting Tier 2 escalations in an enterprise Windows / Active Directory environment. Hands-on experience with ITSM ticketing, preferably ServiceNow. W

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