Help Desk Technician
Core
Provide on-site or remote technical support to employee end users for personal computers, servers, cloud applications, networks, and ERP systems.
Role type
Help Desk Technician (2nd Level Support)
Builds
Production IT support services and user training
Domain
Federal IT / Enterprise Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Windows Server administration, Active Directory management, ServiceNow ticketing, Windows troubleshooting, user account maintenance, software installation, SQL scripting (nice to have), Linux server experience (nice to have)
Preferred skills
ITIL v4 certification
Responsibilities
Administer Microsoft Windows Servers and Active Directory; resolve technical problems related to application deployments and infrastructure; manage and work ticket queues in ServiceNow; provide 2nd level support for Active Directory Services, client IT, and telecommunications; support USDA Business website applications; perform user account maintenance and monitor login systems for suspicious trends; provide training to end users on new and updated systems.
Seniority
Entry to Mid-level, established individual contributor