Desktop Support Service Desk Technician- Level II

Service Desk Technician — Level II Location: Remote Position Overview The Service Desk Technician Level II provides comprehensive desktop, user, and infrastructure support. In addition to serving as a skilled frontline technician for end-user issues, this role contributes to knowledge management, training development, and cross-functional collaboration with development and operations staff. The Level II Technician plays a key role in improving service quality, configuration management, and workflow optimization within a secure federal environment. Key Responsibilities • Provide first-level technical support for user workstations including desktops, laptops, 10Zig zero clients, and mobile thin clients • Manage user accounts and perform account administration tasks in Active Directory • Install, configure, and troubleshoot hardware, software, and workstation peripherals • Configure workstation operating systems and ensure compliance with approved security configurations • Receive, assess, and prioritize help desk tickets through ServiceNow • Escalate unresolved issues to Level II Technicians with full documentation • Track ticket status, communicate updates to end users and the Service Desk Supervisor • Provide remote access support outside of normal business hours as required • Submit weekly status reports to the Chief, Customer Support Section • Participate in required training programs For Level II: Desktop & User Support • Provide technical support for user workstations including desktops, laptops, 10Zig zero clients, and mobile thin clients • Manage user accounts and perform account administration tasks in Active Directory • Install, configure, and troubleshoot hardware, software, and workstation peripherals • Configure workstation operating systems and ensure compliance with approved security configurations Service Desk Operations • Receive, assess, and prioritize help desk tickets through ServiceNow • Diagnose user issues via conversation or remote access and apply appropriate resolutions • Manage escalated tickets from the queue; serve as a point of escalation for complex issues • Track ticket status and communicate timely updates to end users and the Service Desk Supervisor • Provide remote access support outside of normal business hours as required Knowledge Management & Process Improvement • Create and maintain Knowledge Base articles, checklists, Service Level Agreements (SLAs), and standard procedures • Develop end-user training materials and conduct training sessions as needed • Collaborate with development staff to recreate and document issues in test environments • Partner with operations staff on configuration management via Windows Operating System Deployment (OSD) • Evaluate user requirements and workflows and recommend appropriate IT solutions Required Qualifications Level I: • Minimum 2 years of IT Help Desk experience including Help Desk Administration and User Support • Proficiency with Microsoft Windows 11, Microsoft Office M365, and Exchange/Outlook • Working knowledge of Active Directory user management • Experience with ServiceNow or comparable ticketing systems • Familiarity with SAP (basic user management knowledge) • Strong verbal and written communication skills; ability to communicate effectively with non-technical users For Level II: • Minimum 4 years of IT Help Desk experience including Help Desk Administration and User Support • Demonstrated experience creating technical documentation and knowledge base content • Proficiency with Microsoft Windows 11, Microsoft Server 2022, Microsoft Office M365, Exchange/Outlook, and Active Directory • Experience with SCCM/MECM, SCOM, and Windows OSD • Familiarity with ServiceNow or a comparable ITSM ticketing platform • Strong analytical, problem-solving, and communication skills; ability to communicate effectively with non-technical users Preferred Qualifications / Substitutions • CompTIA A+ Certification may substitute for 1 year of the required experience • Experience with Windows Operating System Deployment (OSD), SCCM/MECM, or SCOM • Background in end-user training or knowledge base development • Experience with SAP user management • Background in IT process improvement or ITIL framework Security Clearance Requirement All candidates must hold or be eligible to obtain a Public Trust clearance prior to commencing work under this contract. Candidates must: • Have legally resided in the United States for three of the five years immediately preceding performance • Be a U.S. citizen or lawful permanent resident seeking U.S. citizenship • Be willing to complete e-QIP (Electronic Questionnaires for Investigations Processing) • Successfully complete fingerprinting (FD-258), OF-306, and all DOJ security documentation • Due to the nature of the role, this will require a credit check and we recommend a score of 650+ • Comply with DOJ self-reporting requirements throughout the period of performance Employment Terms Work Schedule: Monday – Friday, 8-hour shift (start between 6:30 AM – 8:30 AM EST) Hours: 40 hours/week Pay: $30.00 - $35.00 per hour Benefits: • Dental insurance • Health insurance • Paid time off • Retirement plan • Vision insurance Application Question(s): • Have you ever worked for the Dept. of Justice? Experience: • Service/Help Desk Support: 5 years (Required) Work Location: Remote