Senior Service Desk Technician (On-Site)

Oneida Professional Services•FORT MEADE, MD

5d•Onsite

About The Position

Oneida Professional Services is seeking a Senior Service Desk Technician to support the Defense Information School (DINFOS) Technology & Logistics Support Services contract at Fort Meade, Maryland. This position provides advanced technical support for end users, systems, applications, and IT equipment supporting DINFOS academic and administrative operations. The Senior Service Desk Technician serves as a senior member of the support team, resolving complex technical issues, supporting system integration efforts, and assisting with the maintenance of a reliable and secure IT environment. The successful candidate will provide exceptional customer service while working closely with network, systems, cybersecurity, application, and audiovisual support personnel. This position is contingent on the award of a federal contract.

Requirements

Experience providing Tier II or advanced technical support in a service desk, help desk, or IT support environment.
Demonstrated ability to troubleshoot and resolve complex hardware, software, network connectivity, and application issues.
Experience utilizing automated ticketing and service management systems.
Knowledge of Microsoft Windows operating systems, desktop support, enterprise applications, and end-user computing technologies.
Experience supporting hardware installations, software deployments, and system upgrades.
Strong analytical, troubleshooting, and problem-solving skills.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Excellent customer service, communication, and interpersonal skills.
Proficiency with Microsoft Office applications and standard IT support tools.

Nice To Haves

Experience supporting Department of Defense, military, federal government, or educational environments.
Experience working with enterprise service management platforms such as ServiceNow or similar ticketing systems.
CompTIA A+, Network+, Security+, or other relevant technical certifications.
Familiarity with Active Directory, Microsoft 365, endpoint management tools, and remote support technologies.
Experience supporting classroom technology, audiovisual systems, or academic technology environments.
Experience assisting with system integration, testing, and technology implementation projects.

Responsibilities

Provide advanced technical support for hardware, software, operating systems, peripherals, and enterprise applications.
Troubleshoot and resolve complex technical issues affecting end users, classrooms, administrative offices, and mission systems.
Respond to service requests and incidents in accordance with established service level objectives and operational procedures.
Create, update, document, and manage service tickets within the automated ticketing system.
Monitor ticket queues, track issue trends, and recommend corrective actions to improve service delivery and system reliability.
Support installation, configuration, maintenance, and troubleshooting of desktop, laptop, mobile, and peripheral devices.
Coordinate with network operations and infrastructure teams on system integration, connectivity issues, testing activities, and technology deployments.
Assist with product evaluations, installation testing, and implementation of new technologies and solutions.
Maintain accurate technical documentation, troubleshooting procedures, and knowledge base articles.
Support hardware and software inventory tracking, asset accountability, and configuration management activities.
Ensure compliance with organizational security policies, procedures, and property accountability requirements.
Provide technical guidance and mentorship to junior service desk personnel as needed.