Service Desk Technician II

Overview

We are seeking a Service Desk Technician II to provide IT technology services for the Central UNICOR office in Washington, D.C. The position is remote/hybrid and requires occasional on‑site work. It is contingent upon contract award.

• Perform all Level I Technician duties, including user workstation support for desktops, laptops, 10
  
  Zig zero clients, and mobile thin clients.
• Manage user accounts and provide Help Desk Administration and User Support through the Service Desk.
• Troubleshoot workstations, operating systems, hardware, software, and peripherals.
• Ensure systems remain current with approved configurations and security requirements.
• Handle requests received by telephone, Service Now ticketing system, and walk‑in inquiries.
• Assess user issues via conversation or remote access, assign priorities, and track ticket status.
• Create Knowledge Base articles, checklists, SLAs, procedures, and end‑user training materials.
• Collaborate with development staff to recreate issues in the test environment and with operations staff on configuration management through Windows Operating System Deployment.
• Evaluate user requirements and workflows and recommend appropriate technology solutions.

• Authorized to work in the United States permanently without sponsorship.
• Ability to obtain Public Trust Clearance.
• Minimum of 4 years of IT Help Desk experience, including Help Desk Administration and User Support.
• CompTIA A+ Certification can substitute for 1 year of experience.

Outstanding health, financial and retirement benefits, paid leave, professional development, tuition assistance, and work‑life programs. Full‑time and part‑time employees working at least 20 hours per week on a regular basis are eligible to participate in our benefit programs.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.