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Posted 1w ago

Service Desk Technician (Level I / Level II)

@ Dynamic Solutions Technology
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Allenwood, Pennsylvania, United States
RemoteFull Time
Responsibilities:providing support, troubleshooting hardware, managing accounts
Requirements Summary:2+ years help desk experience, CompTIA A+ (or higher), BS in Information Technology or equivalent experience; ability to support desktops, zero/ thin clients, manage user accounts, troubleshoot hardware/software, and use ServiceNow.
Technical Tools Mentioned:10Zig, ServiceNow, Windows
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Job Description

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 Allenwood, PA, location. This is an exempt remote role. 

Responsibilities Include:

  • 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

Required Experience:

  • 2-4 years minimum Help Desk Administrtion 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.

Required Education/Training:

  • Bachelors 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