Service Desk Support Specialist (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
Government / Defense / Enterprise IT
Deliverable
client delivery
Required skills
Tier II technical support, hardware/software troubleshooting, Active Directory administration, Microsoft 365 support, user account management, ticketing system management, technical documentation, VIP support
Preferred skills
Mentoring junior technicians, process improvement initiatives, knowledge management, technical documentation development, mission-critical system support, high-profile customer support, small team leadership
Technologies
Windows 10/11, Microsoft Office 365, Microsoft Teams, OneDrive, SharePoint, Active Directory, Trellix HBSS, Trellix HIPS, iOS devices, Citrix, remote desktop
Responsibilities
Provide Tier II service desk support via email, Teams, telephone, and walk-in channels; troubleshoot and support enterprise technologies; install, configure, and deploy desktops, laptops, and mobile devices; perform data backup and restoration; develop and deliver technical training; maintain technical documentation and SOPs; support VIP users and mission-critical systems.
Seniority
Intermediate (4+ years) / Senior (8+ years), hands-on IC with mentorship potential