Service Desk Support Specialists (Intermediate/Senior)
Core
Provide Tier II technical support for Government users supporting mission-critical operations, troubleshooting hardware, software, and account-related issues.
Role type
Intermediate/Senior Service Desk Support Specialist
Builds
Reliable IT operations and mission success for PEO STRI headquarters
Domain
Defense contracting / Enterprise IT Support
Deliverable
client delivery
Required skills
Tier II technical troubleshooting, Active Directory administration, Microsoft 365 Endpoint Administration, hardware/software installation and configuration, data backup and restoration, technical documentation, user education
Preferred skills
Mentoring junior technicians, process improvement initiatives, knowledge management, supporting mission-critical systems and VIP customers
Technologies
Windows 10/11, Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, Active Directory, Trellix HBSS, Trellix HIPS, iOS devices, Citrix
Responsibilities
Receive, create, document, prioritize, and track service requests and trouble tickets; Route tickets to appropriate technical teams; Provide technical support, troubleshooting, diagnostics, and user education for hardware, software, network, and account-related issues; Support user account management activities including Active Directory administration; Install, configure, deploy, relocate, and support desktop, laptop, and mobile devices; Perform data backup and restoration activities; Develop and deliver technical training and knowledge-sharing sessions; Maintain technical documentation, knowledge base articles, and standard operating procedures
Seniority
Intermediate (4+ years) / Senior (8+ years), hands-on IC