IT Desktop Support

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Position Summary

Provides IT support to users to include hardware / software support, IT asset management, and user / access permissions; resolves tickets assigned, to include tickets escalated to higher levels of support.

Position Summary

Provides IT support to users to include hardware / software support, IT asset management, and user / access permissions; resolves tickets assigned, to include tickets escalated to higher levels of support.

Individuals must be able to attain and maintain a valid U.S. Government security clearance in order to be retained in this position.

Duties & Responsibilities

Includes but is not limited to the following :

• Providing desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms.
• Supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Utilizing remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues.
• Operating and managing ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation.
• Performing user account management within Active Directory, including user provisioning, group policy administration, and access control configuration.
• Applying basic networking knowledge to diagnose and resolve connectivity issues involving TCP / IP, DNS, DHCP, and VPN technologies.
• Demonstrating awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures.
• Maintaining compliance with role-based access control (RBAC) and acceptable use policies.
• Exhibiting strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments.
• Participating in or supporting shift-based or on-call operational schedules, as required.
• Supporting remote and hybrid workforce environments with an understanding of service-level agreements (SLAs) and ITIL practices.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

Skill & Certification Requirements

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

IT Services and IT Consulting

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