Service Desk Technician

Service Desk Technician

Caelum Research Corporation (Caelum) is seeking qualified Service Desk candidates in support of the Army War College at Carlisle Barracks, PA. The Service Desk Technician is responsible for providing Tier / Level 1 and 2 maintenance and support for computers and peripheral devices, delivering assistance over the phone, on-site, and through remote support. Key duties include managing helpdesk tickets via ServiceNow, imaging, deploying, and troubleshooting Windows 11, and supporting MS Teams / Office 365 across various devices such as laptops, desktops, and MS Surface Pros. The role also involves support for third-party applications, including Adobe Creative Suite and MS Azure, and maintenance across multiple secure government networks. Additional responsibilities include moving and setting up equipment, coordinating event setup, and providing technical support for IT technologies.

Primary Responsibilities :

• Technical Support : Provide support for hardware and software across multiple users in a Windows 11 / Office 365 environment.
• Device Management : Install, troubleshoot, repair, and maintain laptops, desktops, MS Surface Pros, printers, and multi-function devices (MFDs).
• Imaging and Deployment : Image, re-image, and deploy devices as needed.
• Ticket Management : Create, update, and close tickets using the ITSM (ServiceNow) system.
• VIP and Event Support : Offer direct support to VIPs, seminar rooms, and briefing rooms, and manage IT for conferences and meetings.
• Network Support : Provide support across multiple network domains, including commercial networks.
• On Call Support : Rotational on call support will be required for mission critical services.

Additional Responsibilities :

Qualifications :

Skills and Abilities :