Service Desk Technician (Level I / Level II)
Dynamic Solutions Technology•Washington, DC
•Remote
About The Position
Dynamic Solutions Technology, LLC (DST), a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time Service Desk Technician (Level I / Level II) to provide support to a Federal Government customer in the Washington DC, location. This is an exempt remote role.
Requirements
- 2-4 years minimum Help Desk Administration experience.
- Be able to exercise a high degree of discretion when evaluating client's operating systems, hardware configuration, firewalls, security, and network infrastructure.
- Demonstrate a wide degree of creativity and latitude as expected.
- CompTIA A+ certification or higher
Responsibilities
- Provide first-line technical support for desktops, laptops, 10Zig zero clients, mobile thin clients, and workstation peripherals.
- Manage user accounts, passwords, permissions, and access requests in accordance with organizational security policies.
- Troubleshoot hardware, software, operating system, network connectivity, and peripheral device issues.
- Install, configure, and maintain workstation hardware, software applications, and operating systems.
- Ensure workstations remain compliant with approved configurations, security baselines, patches, and enterprise standards.
- Receive and process support requests via telephone, ServiceNow ticketing system, remote support tools, and walk-in inquiries.
- Diagnose user-reported issues, assign appropriate priorities, and escalate complex incidents to Level II or specialized support teams as required.
- Track ticket status, document troubleshooting steps, and communicate progress, resolutions, and issues to users and Service Desk management.
- Create and maintain Knowledge Base articles, troubleshooting guides, checklists, procedures, Service Level Agreements (SLAs), and end-user documentation.
- Collaborate with development teams to reproduce and validate issues in test environments and support operational configuration management activities.
- Assist with Windows Operating System deployment, imaging, configuration management, and workstation provisioning.
- Evaluate user requirements, workflows, and business processes to recommend effective information technology solutions.
- Provide end-user training and technical guidance to improve system utilization, productivity, and customer satisfaction.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
