Senior Service Desk Support

Position Overview

Stealth Solutions Inc. is seeking a highly skilled and customer-focused Senior Service Desk Support professional to provide advanced Tier 2/Tier 3 IT support for end-users in a Federal environment. The ideal candidate will bring strong technical troubleshooting expertise, excellent communication skills, and the ability to manage and resolve complex IT issues across hardware, software, and network systems.

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

This is a fully onsite role (5 days/week) at a client location in the Washington, DC / Northern Virginia area.

• Provide responsive and tailored IT support to end-users, addressing a wide range of technical issues.
• Manage and resolve incidents and service requests using a Service Desk ticketing system (e.g., Service Now), ensuring SLA compliance.
• Troubleshoot hardware, software, and network issues across enterprise environments, including M365 applications and federal systems.
• Take ownership of tickets from intake through resolution or escalation to Tier 3 teams.
• Deliver in-person and remote IT support in a professional and customer-focused manner.
• Support and troubleshoot devices including laptops, desktops, MFDs, peripherals (PIV/CAC readers, monitors, encrypted drives).
• Provide support for mobile devices (Android and iOS).
• Troubleshoot enterprise software including Windows 11, Microsoft 365, Azure file shares, and Adobe Creative Cloud.
• Maintain accurate documentation of issues, resolutions, and response times.
• Coordinate with internal IT teams for hardware/software procurement and deployment.
• Train end-users on enterprise systems, tools, and applications.
• Prioritize tasks effectively and provide regular updates on progress and milestones.
• Maintain organized work spaces, IT labs, and inventory areas.

• Bachelor’s degree in Information Technology, Business Management, or a related field.
• Minimum 6+ years of experience in IT Service Desk operations supporting Tier 2/Tier 3 environments.
• Hands-on experience supporting:
  • User and account management
  • Microsoft 365 and enterprise applications
  • Laptops, desktops, printers, and mobile devices
• Experience with Service Desk ticketing tools (e.g., Service Now) and SLA-driven environments.
• Strong troubleshooting skills across hardware, software, and network systems.
• Excellent customer service, communication, and problem-solving abilities.
• Ability to manage workload independently and prioritize tasks effectively.
• Experience supporting both in-person and remote users in enterprise environments.

• Relevant certifications such as CompTIA A+, Network+, Security+, or ITIL.
• Experience supporting federal agency IT environments.
• Familiarity with Azure environments and enterprise file sharing systems.
• Experience with specialized or scientific applications is a plus.