IT Service Desk Technician

Job Summary

TENAX Technologies is currently seeking a Windows-based Service Desk Technician to provide Tier 2 technical support on-site at Aberdeen Proving Ground, MD. The IT Service Desk Technician will provide high-level service to end-users while troubleshooting advanced hardware, software, and network issues. The ideal candidate must possess excellent customer service skills and the ability to effectively communicate technical information to non-technical users.

Key Responsibilities

Respond to and resolve service requests from end-users via phone, email, or ticketing system.

Provide advanced technical support for hardware, software, and network issues, including installing and maintaining workstations and servers as a technical generalist.

Manage user accounts and the operations of systems, including performing simple troubleshooting and making moves, additions, and changes to each system.

Coordinate with other team members in the completion of assigned projects and serve as a point of contact for staff for computer IT and standards guidance.

Escalate complex issues to Tier III support as necessary.

Install and configure software applications.

Develop and maintain technical documentation and standard operating procedures.

Requirements

Associate or bachelor's degree in a related field required; relevant certifications preferred.

Minimum of 3-5 years of experience in a technical support role, preferably in a helpdesk or service desk environment.

Experience with Windows operating systems, Microsoft Office, and other productivity software.

Knowledge of advanced networking concepts and troubleshooting techniques.

Experience with Active Directory, Exchange, and other enterprise-level applications.

Strong customer service skills and ability to communicate technical information to non-technical users.

Ability to work independently and in a team environment.

Strong problem-solving skills.

DOD Computing Environment, Security+ (or equivalent DOD Directive 8570.1 IAT II)

Secret security clearance is REQUIRED. Top Secret security clearance is preferred.