Service Desk Technician (Secret Cleared)

Job Summary:

We are seeking a customer-focused and technically skilled Service Desk Technician to provide first-level support to end users for hardware, software, and network-related issues. The ideal candidate is a strong communicator with a solid understanding of IT systems, eager to troubleshoot, and committed to providing excellent service in a fast-paced environment. This position requires an active Secret clearance or higher.

• Respond to incoming service desk requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and basic networking issues.
• Provide technical support for desktops, laptops, mobile devices, printers, and other IT equipment.
• Assist with user account setup, password resets, and access management in Active Directory or similar systems.
• Document issues and resolutions in the ticketing system to ensure accurate and timely recordkeeping.
• Escalate unresolved issues to higher-level support or specialized teams as needed.
• Install, configure, and maintain approved software applications.
• Educate users on IT policies, best practices, and self-service tools.
• Support onboarding and offboarding of employees with proper hardware and software provisioning.
• Participate in continuous improvement of support processes and knowledge base documentation.