Service Desk Technician
27 days ago
New York
Job Description Position Summary The Service Desk Technician provides first-line IT support within a federal contractor environment, ensuring reliable access, security, and functionality of end-user systems and applications. The ideal candidate demonstrates professionalism, attention to detail, and strong troubleshooting skills in an enterprise environment. Key Responsibilities • Serve as the initial point of contact for all IT incidents and service requests via phone, email, or ServiceNow., • Create, assign, and update tickets accurately in ServiceNow in accordance with established SLAs and ITIL best practices., • Troubleshoot and resolve Tier 1 support issues, including:, • Windows 10/11 operating system performance and configuration, • Microsoft 365 and standard office applications, • VPN, remote access, and network connectivity issues, • Printer and peripheral setup, • Account management in Active Directory, Exchange, and multifactor authentication tools, • Escalate complex incidents to Tier 2 or Tier 3 teams with complete technical documentation., • Follow security protocols for handling user credentials, data, and systems., • Support user onboarding/offboarding, including provisioning and deactivation of system access., • Document procedures and resolutions to expand the team's internal knowledge base., • Contribute to a culture of continuous improvement and service excellence., • Troubleshoot and resolve Tier 1 support issues, including:, • Windows 10/11 operating system performance and configuration, • Microsoft 365 and standard office applications, • VPN, remote access, and network connectivity issues, • Printer and peripheral setup, • Account management in Active Directory, Exchange, and multifactor authentication tools Required: • Ability to obtain and maintain a Public Trust., • 8 + years of help desk or desktop support experience in an enterprise or government environment., • Experience with ServiceNow or other IT service management platforms., • Proficiency in supporting Windows desktop environments, Active Directory, and Microsoft 365., • Strong customer service, communication, and documentation skills., • Professional demeanor and strong sense of accountability., • Excellent communication skills across technical and non-technical audiences., • Detail-oriented and disciplined in following procedures and documentation standards., • Onsite presence at a federal facility., • Participation in rotating shifts or on-call coverage may be required per contract terms.