Service Desk Technician II

Terrestris Global Solutions•Washington, DC

8d•Hybrid

About The Position

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking a Service Desk Technician II to provide IT Technology Services for the Central UNICOR office in Washington, D.C. This position is remote/hybrid; candidates must be willing to work on-site when required. This position is contingent upon contract award. At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping 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.
Certification: 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.