Service Desk Technician II

Job Summary

Supporting enterprise IT operations, the full-time remote Service Desk Technician II will provide Tier I and Tier II technical assistance to end users, troubleshoot issues, manage ServiceNow tickets, and contribute to documentation and process improvements for Federal Prison Industries (UNICOR).

Key Responsibilities

• Provide Tier I and Tier II technical support to end users, troubleshooting hardware, software, and operating system issues
• Respond to and resolve incidents and service requests submitted through ServiceNow, ensuring timely updates to users
• Develop and maintain documentation, including knowledge base articles, standard operating procedures, and user guides

Required Qualifications

• US Citizen and eligible for government clearances
• 4+ years of IT Help Desk, Desktop Support, or User Support experience
• Experience supporting Microsoft Windows operating systems and end-user devices
• Experience working within ticketing systems such as ServiceNow
• Strong troubleshooting skills and customer service orientation