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 Washington DC, 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