Service Desk Technician (Level 2)

Job Title : Service Desk Technician II (level 2)

Location : Annapolis, MD (Hybrid)

This position involves providing technical support and service to the client community and stakeholders, primarily related to desktop and laptop hardware, software, peripherals, network connectivity, and meeting room technology. The role also includes responsibilities such as incident resolution, service request fulfillment, platform administration, and proactive maintenance of personal computing devices and meeting room equipment.

Project Type :

The project involves providing technical support and service to the client community, ensuring smooth operation of personal computing devices, meeting room equipment, and associated systems. Additionally, the role includes assisting the IT systems administrator with projects and tasks as needed and being a member of the Incident Response team.

Skills Should Have :

Candidates should possess a combination of technical skills related to hardware, software, networking, and security, along with strong communication and interpersonal skills. They should be able to troubleshoot and resolve technical issues efficiently and proactively maintain IT systems.

Required Qualifications / Skills :

• Ability to diagnose and solve common operational and performance problems related to desktops, laptops, and peripherals.
• Experience with central ticket management systems like Jira.
• Understanding of network topology and components.
• Experience with user account provisioning in Microsoft AD and SaaS platforms.
• Knowledge of security principles, authentication methods, and security tools.
• Experience deploying and managing online meeting platforms like Zoom.
• Familiarity with Microsoft Active Directory, Office 365, Azure AD, and Exchange.
• Knowledge of remote support tools, modern security concepts, anti-virus / malware software, and MDM solutions.
• Strong interpersonal and communication skills.
• Attention to detail and ability to remain positive under pressure.
• Proficiency in Microsoft Office Suite.

Required Education / Experience :

Desired Experience :