IT Technician Intermediate
About The Position
MSM is seeking a qualified Temporary IT Technician to support our client during an anticipated extended employee absence. This full-time temporary assignment is expected to begin late December 2026 and continue through approximately October 8, 2026. This temporary assignment does not guarantee continued employment or conversion to a regular position. The role involves acting as Tier II support, managing escalated incidents and service requests, and troubleshooting complex issues with various hardware and software. The technician will also be responsible for system imaging, deployment, root cause analysis, ticket queue management, network connectivity support, user guidance, and VIP support. Maintaining thorough documentation is also a key aspect of this role.
Requirements
- Current Security+ CE Certification (IAT Level II).
- Active DoD Secret Clearance.
- Strong communication and customer service skills, with proven ability to support both technical and non-technical users.
- Familiarity with imaging, deployment, and configuration management tools.
- Ability to document procedures and train others effectively.
- Proficiency with Windows operating systems, Office 365, and enterprise device troubleshooting.
- Experience using ticketing systems such as ServiceNow or Remedy.
Nice To Haves
- Familiar with Microsoft Azure process and workflows
- 2–4 years of IT support experience in help desk, desktop support, or equivalent role.
Responsibilities
- Act as Tier II support, managing escalated incidents and service requests.
- Troubleshoot and resolve complex issues with Windows operating systems, Office 365, laptops, desktops, mobile devices, and network-connected peripherals (e.g., printers, MFPs).
- Configure, maintain, and support end-user hardware and software, ensuring compliance with DoD standards.
- Perform system imaging and PXE deployments for new and replacement equipment.
- Conduct root cause analysis and implement corrective/preventive actions to reduce recurring incidents.
- Monitor and manage ticket queues, validating, triaging, and routing requests to the correct support teams while ensuring timely resolution.
- Support network connectivity, VPN access, and endpoint security compliance.
- Provide user guidance, technical training, and mentorship for junior technicians.
- Deliver white-glove support for VIP and high-priority users with professionalism and discretion.
- Maintain thorough documentation of processes, incidents, and resolutions in the ticketing system.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
