What are the responsibilities and job description for the Service Desk Technician — Level II position at Bailey Information Technology, LLC?
Position: Service Desk Technician — Level II
Primary Location: Washington, DC 20534
Shift: Monday–Friday, 8-hour shift
Clearance Required: Public Trust Clearance — must be able to obtain and maintain prior to performance
RESPONSIBILITIES
Primary Location: Washington, DC 20534
Shift: Monday–Friday, 8-hour shift
Clearance Required: Public Trust Clearance — must be able to obtain and maintain prior to performance
RESPONSIBILITIES
- Perform all Level I Service Desk Technician duties
- Assist in creating Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training materials
- Collaborate with development staff to recreate issues in the test environment
- Work with operations staff on configuration management through Windows Operating System Deployment (OSD)
- Evaluate user requirements and workflows; recommend appropriate IT solutions
- Provide guidance and escalation support to Level I technicians
- Minimum 4 years of IT Help Desk experience
- Experience must include Help Desk Administration and User Support
- CompTIA A Certification may be substituted for 1 year of the required 4 years of experience
- CompTIA A — may substitute for 1 year of experience
- Additional preferred: Microsoft Windows 11, Microsoft Office M365, Active Directory, ServiceNow, SCCM/SCOM, Windows OSD, Exchange/Outlook, SAP (basic user management)