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IT Service Desk Technician
Job in
Germantown, Montgomery County, Maryland, 20875, USA
Listed on 2025-12-31
Listing for:
Bluehalo
Full Time
position Listed on 2025-12-31
Job specializations:
-
IT/Tech
IT Support, Systems Administrator
Job Description & How to Apply Below
Key Responsibilities
- Act as the final point of escalation for complex incidents escalated from Level 1 and Level 2 support.
- Perform in-depth technical troubleshooting and root cause analysis on multifaceted issues affecting enterprise systems, applications, and endpoints.
- Coordinate with network, systems, and security teams to resolve enterprise-impacting issues and restore services quickly.
- Participate in major incident response bridges, providing subject matter expertise to minimize downtime.
- Conduct trend and root cause analyses to identify recurring incidents and recommend long-term preventive measures.
- Lead continuous improvement efforts in ITSM processes (Incident, Problem, Change, and Knowledge Management).
- Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
- Drive automation and scripting initiatives to reduce repetitive work and improve resolution times.
- Serve as the primary liaison between the Service Desk and engineering, infrastructure, and application teams.
- Partner with vendors to resolve escalated hardware and software issues and ensure adherence to service‑level expectations.
- Represent the IT Service Desk during Change Advisory Board (CAB) meetings, advocating for user experience and operational readiness.
- Provide project support for new technology rollouts, enterprise migrations, and major software deployments (as required).
- Coach and mentor Level 1 and Level 2 technicians, sharing technical expertise and troubleshooting best practices.
- Support training initiatives, ensuring that junior staff develop skills necessary for future advancement.
- Assist in onboarding new Service Desk personnel, including process familiarization and knowledge transfer.
- Lead the gathering of records and supporting materials for internal and external IT audits.
- Ensure compliance with corporate IT and security policies, maintaining documentation accuracy and process adherence.
- Produce detailed post‑incident reports and metrics dashboards to inform leadership decision‑making.
- Advanced Technical Expertise.
- Deep understanding of Windows, macOS, mobile device operating systems, and working knowledge of Ubuntu/Linux workstations.
- Strong knowledge of Active Directory, Azure AD, Exchange Online, O365 administration, Intune, device management platforms (Workspace ONE JAMF), Apple Business Manager, Winmagic/Bit Locker, DUO and Okta MFA.
- Proficiency in network diagnostics (DNS, DHCP, VPN, TCP/IP), virtualization technologies, and remote management tools.
- Experience with enterprise ITSM tools (e.g., Service Now, Ivanti, Remedy).
- Familiarity with scripting languages such as Power Shell, Python, or Bash for automation.
- Strong ability to perform complex root cause analysis and develop sustainable solutions under pressure.
- Success in reducing incident recurrence through data‑driven process improvements.
- Excellent verbal and written communication skills to convey technical information clearly to both technical and non‑technical audiences.
- Skilled in drafting technical documentation, knowledge base content, and incident reports.
- Proven ability to lead by example and guide junior technicians through complex troubleshooting processes.
- Experience in fostering collaboration across geographically distributed teams.
- Demonstrated commitment to providing an exceptional user experience through active listening, empathy, and clear communication.
- Strong organizational skills with the ability to manage multiple high‑priority projects simultaneously.
- Experience participating in CAB meetings and understanding of ITIL‑aligned change management practices.
- Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
- ITIL Foundation Certification (minimum).
- CompTIA A+ Certification – Core 1 and Core 2.
- ITIL Intermediate or Managing Professional certification.
- Microsoft Certified:
Modern…
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