Tier II Service Desk Technician

KeenLogic•Washington, DC

7d•Hybrid

About The Position

KeenLogic is seeking a skilled and customer-focused Service Desk Technician II to support Federal Prison Industries (UNICOR), a government corporation within the U.S. Department of Justice. This position supports enterprise IT operations and end-user support services across UNICOR facilities nationwide. Responsibilities include providing Tier II technical support for desktops, laptops, thin clients, mobile devices, and peripheral equipment by troubleshooting hardware, software, operating system, network connectivity, and application-related issues. The Service Desk Technician Level II supports account administration, workstation configuration, software installation, operating system maintenance, and end-user support activities while ensuring compliance with approved configurations and security requirements. The Service Desk Technician Level II also develops and maintains Knowledge Base articles, Standard Operating Procedures (SOPs), user guides, checklists, Service Level Agreements (SLAs), and end-user training materials while collaborating with infrastructure, networking, cybersecurity, and development teams to troubleshoot complex issues, support workstation configuration management, assist with operating system deployments, participate in testing and issue replication efforts, and recommend technology solutions that improve operational efficiency and user experience. This position operates under a hybrid work model and may require occasional onsite support and travel to UNICOR or Bureau of Prisons facilities as needed. This opportunity supports a federal contract with a one-year base period and four option years, offering up to five years of continued work.

Requirements

4 years of IT Help Desk, Desktop Support, or User Support experience
CompTIA A+ Certification (may be substituted for 1 year of experience)
Windows 10/11 support
Microsoft 365
Outlook/Exchange
Active Directory
ServiceNow or similar ticketing system
Desktop/laptop troubleshooting
User account administration
Remote support experience

Responsibilities

Provide Tier II technical support for desktops, laptops, thin clients, mobile devices, printers, and peripheral equipment.
Troubleshoot and resolve hardware, software, operating system, network connectivity, and application-related issues.
Respond to and manage incidents and service requests through ServiceNow, telephone support, email, and remote support tools.
Create, update, and maintain user accounts, permissions, and access controls within Active Directory and related systems.
Install, configure, upgrade, and maintain Microsoft Windows operating systems, Microsoft 365 applications, and other enterprise software.
Assist with workstation imaging, operating system deployments, software distribution, and endpoint configuration management activities.
Develop and maintain Knowledge Base articles, SOPs, technical documentation, and end-user training materials.
Monitor ticket queues and ensure compliance with Service Level Agreements (SLAs).
Collaborate with infrastructure, networking, cybersecurity, and development teams to resolve complex technical issues.
Support both remote and onsite users while maintaining a high level of customer service and professionalism.
Assist with inventory management, asset tracking, equipment deployment, and hardware lifecycle activities.
Perform duties in accordance with federal security policies, operational procedures, and organizational standards.