Intermediate Service Desk Technician (On-Site)

Oneida Professional Services•FORT MEADE, MD

5d•Onsite

About The Position

Oneida Professional Services is seeking an Intermediate Service Desk Technician to support the Defense Information School (DINFOS) Technology & Logistics Support Services contract at Fort Meade, Maryland. This position provides day-to-day technical support for end users, computing devices, software applications, and peripheral equipment supporting DINFOS academic and administrative operations. The Intermediate Service Desk Technician will serve as a primary point of contact for technical support requests, assisting users with hardware, software, and connectivity issues while ensuring timely resolution of service requests. The successful candidate will deliver excellent customer service and work collaboratively with network, systems, cybersecurity, audiovisual, and logistics personnel to maintain a reliable technology environment. This position is contingent on the award of a federal contract.

Requirements

Experience providing technical support in a service desk, help desk, desktop support, or IT support environment.
Knowledge of Microsoft Windows operating systems, desktop hardware, software applications, and peripheral devices.
Experience installing, configuring, and troubleshooting desktop and laptop computers.
Experience utilizing ticketing or service management systems to track and document support activities.
Basic understanding of network connectivity concepts, cabling, and troubleshooting techniques.
Strong customer service and communication skills.
Ability to diagnose technical issues and provide effective solutions in a timely manner.
Ability to manage multiple priorities in a fast-paced support environment.
Proficiency with Microsoft Office applications and common business software.

Nice To Haves

Experience supporting Department of Defense, military, federal government, or educational environments.
CompTIA A+, Network+, Security+, or similar technical certifications.
Experience supporting Microsoft 365, Active Directory, endpoint management tools, or remote support solutions.
Familiarity with classroom technology, audiovisual equipment, and academic technology environments.
Experience with workstation imaging, software deployment, and inventory management processes.
Knowledge of basic network infrastructure and structured cabling practices.

Responsibilities

Provide technical support to users via phone, email, remote access tools, and on-site field support.
Install, configure, upgrade, maintain, and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, and peripheral equipment.
Diagnose and resolve hardware, software, operating system, and application-related issues.
Create, update, and manage service requests and incident tickets within the automated ticketing system.
Monitor ticket status, document troubleshooting activities, and ensure timely resolution of assigned issues.
Track recurring technical issues and recommend corrective actions to improve service delivery and system performance.
Assist with software deployments, workstation imaging, system upgrades, and equipment replacements.
Perform minor network cabling installations, modifications, and connectivity troubleshooting as required.
Support hardware and software inventory management, asset tracking, and property accountability activities.
Maintain technical documentation, user guides, and knowledge base articles.
Ensure compliance with organizational security policies, procedures, and equipment accountability requirements.
Coordinate with senior technical staff and specialized support teams to resolve escalated issues.