Senior Service Desk Support

Stealth Solutions, Inc.

8d•Onsite

About The Position

Stealth Solutions Inc. is seeking a highly skilled and customer-focused Senior Service Desk Support professional to provide advanced Tier 2/Tier 3 IT support for end-users in a Federal environment. The ideal candidate will bring strong technical troubleshooting expertise, excellent communication skills, and the ability to manage and resolve complex IT issues across hardware, software, and network systems. This is a fully onsite role (5 days/week) at a client location in the Washington, DC / Northern Virginia area.

Requirements

Bachelor’s degree in Information Technology, Business Management, or a related field.
Minimum 6+ years of experience in IT Service Desk operations supporting Tier 2/Tier 3 environments.
Hands-on experience supporting:
User and account management
Microsoft 365 and enterprise applications
Laptops, desktops, printers, and mobile devices
Experience with Service Desk ticketing tools (e.g., ServiceNow) and SLA-driven environments.
Strong troubleshooting skills across hardware, software, and network systems.
Excellent customer service, communication, and problem-solving abilities.
Ability to manage workload independently and prioritize tasks effectively.
Experience supporting both in-person and remote users in enterprise environments.

Nice To Haves

Relevant certifications such as CompTIA A+, Network+, Security+, or ITIL.
Experience supporting federal agency IT environments.
Familiarity with Azure environments and enterprise file sharing systems.
Experience with specialized or scientific applications is a plus.

Responsibilities

Provide responsive and tailored IT support to end-users, addressing a wide range of technical issues.
Manage and resolve incidents and service requests using a Service Desk ticketing system (e.g., ServiceNow), ensuring SLA compliance.
Troubleshoot hardware, software, and network issues across enterprise environments, including M365 applications and federal systems.
Take ownership of tickets from intake through resolution or escalation to Tier 3 teams.
Deliver in-person and remote IT support in a professional and customer-focused manner.
Support and troubleshoot devices including laptops, desktops, MFDs, peripherals (PIV/CAC readers, monitors, encrypted drives).
Provide support for mobile devices (Android and iOS).
Troubleshoot enterprise software including Windows 11, Microsoft 365, Azure file shares, and Adobe Creative Cloud.
Maintain accurate documentation of issues, resolutions, and response times.
Coordinate with internal IT teams for hardware/software procurement and deployment.
Train end-users on enterprise systems, tools, and applications.
Prioritize tasks effectively and provide regular updates on progress and milestones.
Maintain organized workspaces, IT labs, and inventory areas.