Service Desk Technician I

Terrestris Global Solutions•Washington, DC

2d•Hybrid

About The Position

This position is for a Service Desk Technician I to support IT Technology Services for the Central UNICOR office in Washington, D.C. The role is remote/hybrid, with the expectation of working on-site when required. The company, Terrestris, leverages technology to create better mission outcomes through human performance, emphasizing strong client and team relationships, transparency, and innovation. They aim to help the Government become more efficient and effective, rooted in USMC values.

Requirements

Authorization to work in the United States permanently without sponsorship.
Ability to obtain Public Trust Clearance.
A minimum of (2) years of IT Help Desk experience to include Help Desk Administration and User Support.
Certification: CompTIA A+ Certification may be substitute for 1 year of experience.

Responsibilities

Manage user accounts and provide day-to-day account administration support.
Troubleshoot desktops, laptops, 10Zig zero clients, mobile thin clients, and other workstation issues.
Install and configure hardware, software, and workstation operating systems.
Ensure systems remain current with approved configurations and security requirements.
Configure, maintain, and troubleshoot workstation peripherals and connected devices.
Respond to requests for assistance received through the Service Desk by telephone, ServiceNow, and walk-in inquiries.
Assess user issues through conversation, diagnostic techniques, and remote access tools.
Assign appropriate priorities to support requests based on business impact and urgency.
Dispatch or escalate complex incidents and service requests to Level II Technicians when necessary.
Track ticket status and resolution activities and communicate updates, resolutions, and outstanding issues to users and the Service Desk Supervisor.