Service Desk Technician II

Terrestris Global Solutions•Washington, DC

6d•Hybrid

About The Position

This position is for a Service Desk Technician II at Terrestris, providing IT Technology Services for the Central UNICOR office in Washington, D.C. The role is remote/hybrid, requiring on-site work when necessary. Terrestris focuses on leveraging technology for better mission outcomes and human performance, emphasizing strong client and team relationships, transparency, and innovation. The company is rooted in USMC values and aims to help the Government become more efficient and effective.

Requirements

Authorization to work in the United States permanently without sponsorship.
Ability to obtain Public Trust Clearance.
A minimum of (4) years of IT Help Desk experience to include Help Desk Administration and User Support.
CompTIA A+ Certification may be substitute for 1 year of experience.

Responsibilities

Perform all duties assigned to Level I Technicians, including user workstation support for desktops, laptops, 10Zig zero clients, and mobile thin clients.
Manage user accounts and provide Help Desk Administration and User Support through the Service Desk.
Troubleshoot workstations, workstation operating systems, hardware, software, and workstation peripherals.
Ensure systems remain current with approved configurations and security requirements.
Handle requests for assistance received by telephone, the ServiceNow ticketing system, and walk-in inquiries.
Assess user issues through conversation or remote access and assign appropriate priorities.
Track ticket status and resolution while communicating updates or issues to users and the Service Desk Supervisor.
Create Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training materials.
Collaborate with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment.
Evaluate user requirements and workflows and recommend appropriate information technology solutions.