Service Desk Technician (Level I / Level II)
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 Butner, NC, 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