Service Desk Technician

Endurion•Liberty, NC

2d•Onsite

About The Position

The Service Desk Technician provides front-line technical support for a global enterprise of more than 70,000 users, serving as the initial point of contact for resolving desktop, laptop, mobile, and application-related issues. This role delivers high-quality customer service, including VIP-level support to executive users and their staff, while troubleshooting a wide range of technical problems across multiple Windows operating systems, Microsoft Office applications, email platforms, network connectivity, and hardware peripherals. The technician is responsible for documenting and managing incidents through the Remedy Action Request system, performing account administration tasks in Active Directory, and escalating issues to specialized support teams when necessary. Additional responsibilities include supporting server, network, and system troubleshooting; utilizing remote-support tools like Dameware, RDP, and Terminal Services; and contributing to incident management activities through trending, prioritization, and communication with senior personnel. This position requires strong technical aptitude, professionalism, and the ability to operate effectively in a mission-critical, fast-paced environment supporting customers worldwide. The Service Desk Technician ensures timely issue resolution, accurate documentation, and exceptional customer experience.

Requirements

Must have DoD 8570 IAT Level I certification.
Must be able to maintain DoD 8570 IAT Level I certification through continuing education or re-certification.
Must possess a current Secret clearance.

Nice To Haves

DoD 8570 IAT Level II certification.
Special Operations Force experience.

Responsibilities

Serve as the initial point of contact for resolving desktop, laptop, and mobile-related problems in a 70,000+ customer enterprise.
Provide VIP-level support to executive-level users and their staff, as required.
Troubleshoot, research, diagnose, document, and resolve technical issues related to Windows 10, Windows 8, Windows 7, MS Office applications, email, special applications, Internet connections, and hardware/peripheral equipment via telephone.
Document, track, resolve, and report on problems and work orders using the Remedy Action Request database system.
Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, and provide direct support to customers globally.
Determine the appropriate special team (Desktop Support, Customer Support, Network Administration, or System Administration) for unresolved issues and assign tasks accordingly.
Install, maintain, and troubleshoot server, network, system, and application issues.
Possess technical experience in the setup, operation, and troubleshooting of associated and follow-on operating systems.
Experience with Dameware, RDP, and Terminal Services is required.
Perform incident management functions, including trending, prioritization, and communicating findings with senior organizational team members.
Perform other duties as required.