Service Desk Technician

Service Desk Technician II ROLE

We need an experienced Service Desk Technician at Federal Prison Industries (UNICOR). UNICOR provides employment and job skills training to federal inmates through the manufacture of goods and services for federal agencies. In this role, you will perform all duties assigned to Level I Technicians and additionally 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 and with operations staff on configuration management through Windows Operating System Deployment, and evaluate user requirements and workflows to recommend appropriate information technology solutions.

This is a full‑time opportunity. We can offer a competitive salary and a comprehensive benefits package.

• Resolve escalated Tier 2 helpdesk tickets involving OS configuration, application errors, and network connectivity issues.
• Diagnose and repair hardware failures on desktops, laptops, and peripherals.
• Troubleshoot VPN, Wi‑Fi, and LAN connectivity for on‑site and remote employees.
• Administer and or support Microsoft Windows 11, Office M365, Microsoft Teams, Adobe Acrobat, and Active Directory.
• Perform account management, hardware/software installation, OS configuration, and peripheral troubleshooting.
• Ensure systems comply with approved configurations and security requirements.
• Perform patch management duties via MECM and ELM/Big Fix.
• Create and maintain Knowledge Base articles, checklists, Service Level Agreements, procedures, and end‑user training materials.
• Track ticket status and resolution and communicate updates to users and supervisors.
• Document all support interactions and resolutions in the ticketing system.
• Collaborate with development staff to recreate issues in test environments.
• Work with operations staff on configuration management and Windows OS deployment.
• Escalate unresolved or complex issues to Level III or senior engineers as needed.
• Mentor Level I technicians, providing guidance and technical expertise.
• Participate in and complete training requirements.
• Provide weekly status reports to the Chief, Customer Support Section.
• Communicate effectively with teammates, managers, and non‑technical users.

• Minimum 4 years of IT Help Desk experience including Help Desk administration and User Support.
  • CompTIA A+ certification can be used to substitute for 1 year of network experience.
• Good verbal and written communication skills with the ability to independently interact with teammates, managers, and non‑technical users.
• Advanced troubleshooting and diagnostic skills; familiarity with ticketing systems and ITIL‑aligned processes.
• Experience with Microsoft Windows 11, Microsoft Server 2022, Microsoft Office M365 suite, Exchange with Outlook Client, Active Directory, SCCM/MECM, Windows Operating System Deployment (OSD), ELM/Big Fix, and Service Now.
• Network troubleshooting experience including TCP/IP, DNS, DHCP, and VPN.
• Endpoint, printer, and mobile device support experience.

• Bachelor's degree in a related field — preferred

• Remote

• Must be able to obtain and maintain a Public Trust clearance.
• Must be a US Citizen

• Federal Prison Industries (UNICOR)

• 40 hours per week
• 8 hours per day

• Employment Classification Eligibility — W2

• Not eligible for relocation benefits

• Salary Range: $60,000 — $90,000
• Benefits:
  Benefits package includes options for health, dental and vision insurance coverage

West 4th Strategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion,…