Service Desk Technician II

Service Desk Technician

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KēSTA I.T is actively seeking a Service Desk Technician for an immediate contract engagement with our government client.

Work Location:

This position is Hybrid

We Are Seeking an experienced Service Desk Technician to provide first- and second-level technical support for enterprise IT systems and end users. This role is responsible for troubleshooting hardware, software, network, and application issues while delivering exceptional customer service and ensuring timely resolution of incidents and service requests. The ideal candidate will have experience supporting Microsoft technologies, endpoint devices, identity and access management, asset lifecycle processes, and IT service management in a fast-paced enterprise environment.

Responsibilities:

• Serve as the primary point of contact for IT incidents, service requests, and technical support inquiries.
• Provide remote, phone, email, chat, and desk-side technical support to end users.
• Diagnose and resolve hardware, software, network connectivity, printing, mobile device, and business application issues.
• Escalate complex technical issues to specialized IT teams while maintaining ownership of customer communication through resolution.
• Deliver exceptional customer service while meeting established service level agreements (SLAs).
• Log, categorize, prioritize, and resolve incidents and service requests using an IT service management platform.
• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management processes.
• Document troubleshooting procedures, resolutions, and knowledge articles to improve service quality and support efficiency.
• Monitor support queues and ensure timely follow-up and closure of support requests.
• Configure, deploy, image, and maintain Windows 11 desktops and laptops using Microsoft Intune and Windows Autopilot.
• Install, configure, and troubleshoot Microsoft 365 applications, VPN software, web browsers, and enterprise business applications.
• Support printers, scanners, webcams, docking stations, and other desktop peripherals.
• Perform workstation installations, relocations, upgrades, equipment replacements, and hardware refresh activities.
• Create, modify, and disable user accounts within Microsoft Entra  (Azure AD) and Active Directory.
• Manage password resets, Multi-Factor Authentication (MFA), account lockouts, and user access requests.
• Support employee onboarding, offboarding, and access provisioning activities.
• Provide support for Microsoft Outlook, Teams, One Drive, SharePoint Online, and other Microsoft 365 services.
• Troubleshoot synchronization, authentication, licensing, and collaboration platform issues.
• Maintain IT asset inventories by receiving, assigning, tracking, repairing, replacing, and retiring hardware assets.
• Support inventory audits, asset reconciliation, and lifecycle management activities.
• Collaborate with infrastructure, cybersecurity, application support, telecommunications teams, vendors, and other stakeholders to resolve technical issues.
• Participate in technology deployments, hardware refreshes, software rollouts, and special IT initiatives.

Required Skills:

• High School Diploma or GED with a minimum of 2 years of experience providing technical support in a Help Desk or Service Desk environment, or an Associate's degree in Information Technology, Computer Science, or a related field with at least 1 year of technical support experience.
• Minimum of 2 years of experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, and Microsoft Entra  (Azure AD).
• Experience troubleshooting desktop hardware, software, networking, and enterprise business applications.
• Experience with Active Directory user administration, password management, and identity and access management.
• Experience supporting Microsoft Intune and Windows Autopilot device deployment and management.
• Experience using IT service management tools such as Service Now.
• Knowledge of VPN technologies, Multi-Factor Authentication (MFA), and hybrid cloud environments.
• Experience supporting desktop peripherals including printers, scanners, webcams, and docking stations.
• Experience with hardware asset management and IT asset lifecycle processes.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to explain technical concepts clearly to non-technical users.
• Ability to work both independently and collaboratively within a team.

• Working knowledge of ITIL service management principles and best practices.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience supporting state or local government environments.
• Experience supporting Cisco Webex and other enterprise collaboration platforms.
• Knowledge of Software Asset Management (SAM)…