Service Desk Technician (Level I / Level II)

About the role

Dynamic Solutions Technology, LLC (DST) 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.

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.

Requirements

• 2-4 years minimum Help Desk Administration experience.
• Ability 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.

Qualifications

• Bachelor of Science degree in Information Technology or related field; relevant and equivalent experience may be substituted for degree requirement.
• Certifications: CompTIA A+ certification or higher.