Cybersecurity/Service Desk Administrator II

Saalex•Lexington Park, MD

12h•$60,000 - $65,000•Hybrid

About The Position

The Cybersecurity/Service Desk Administrator II provides advanced technical support and serves as an escalation point for complex IT issues. This role supports end users across hardware, software, and network environments while contributing to service desk process improvements, documentation, and mentoring of Tier I staff. The Service Desk Administrator II plays a key role in maintaining service levels, ensuring timely resolution of incidents, and supporting IT operational excellence.

Requirements

Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent work experience.
3–5 years of experience in an IT Service Desk or technical support role.
Strong working knowledge of Windows operating systems and Microsoft 365.
Experience with Active Directory, user account management, and basic networking concepts.
Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk).
Excellent troubleshooting, analytical, and problem-solving skills.
Strong verbal and written communication skills with a customer-service mindset.
Must be eligible to obtain a Secret clearance. Requirements to obtain a clearance include US Citizenship, security investigation, etc.

Nice To Haves

Experience supporting macOS and mobile device management (MDM) solutions.
Basic knowledge of networking (DNS, DHCP, TCP/IP, VPN).
ITIL Foundation certification.
Relevant technical certifications (CompTIA A+, Network+, Microsoft certifications).
Experience mentoring or training junior support staff.

Responsibilities

Provide Tier II technical support for end users, resolving escalated issues related to desktops, laptops, mobile devices, operating systems, applications, and peripherals.
Diagnose and troubleshoot complex hardware, software, and connectivity issues across Windows and/or macOS environments.
Manage and resolve service requests and incidents within defined SLAs using the ITSM ticketing system.
Serve as an escalation point for Tier I Service Desk staff and provide guidance, coaching, and technical assistance.
Perform user account management including onboarding/offboarding, password resets, group memberships, and access provisioning (e.g., Active Directory, Azure AD).
Support common enterprise applications such as Microsoft 365, email systems, VPNs, and collaboration tools.
Assist with device imaging, deployments, upgrades, and patching.
Create, maintain, and improve knowledge base articles, SOPs, and technical documentation.
Identify recurring issues and recommend solutions to improve service desk efficiency and user experience.
Participate in after-hours or on-call support rotations as required.
Collaborate with infrastructure, security, and application teams to resolve cross-functional issues.
Ensure compliance with IT policies, security standards, and data protection requirements.
Other duties as assigned or required.