Service Desk Technician – Intermediate
Clearance Required: Active Secret Clearance
Location: Aberdeen Proving Grounds
The Service Desk Technician – Intermediate provides Tier 1 and Tier 2 technical support to end users. This role is critical to maintaining operational effectiveness across all supported environments, resolving hardware, software, and peripheral issues efficiently while escalating complex cases as needed.
Key Responsibilities:
Deliver Tier 1 & 2 technical support to end users for PCs, servers, printers, VDIs, and other peripherals.
Troubleshoot issues that cannot be resolved by Tier 1 help desk staff.
Simulate and recreate user issues to determine root cause and resolve operating difficulties.
Collaborate with network services, systems engineering, and applications development teams to identify and correct problems.
Recommend modifications to systems to reduce user issues and enhance overall performance.
Maintain up-to-date knowledge and technical skill in supported technologies.
Escalate more complex technical issues to senior-level technicians.
Work under the direction of the local Service Desk Lead as part of an integrated service desk and end-user support team.
Required Qualifications:
• Experience: Minimum of 3 to 5 years in IT support or related help desk environments
• Education: High School Diploma or equivalent
• Certifications (Required):
CompTIA Security+ CE
ITIL v4 Foundation
Relevant Operating System Certifications
Must meet DoD 8570/8140 compliance requirements
Black Bear Technology Solutions, LLC (B2TS), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. B2TS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at B2TS are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. B2TS will not tolerate discrimination or harassment based on any of these characteristics.
Black Bear Technology Solutions, LLC (B2TS) is a small business with the fundamental mission of making our clients successful. We are a privately held company located within the National Capital Region. B2TS has deployed staff around the globe to support the missions of our clients. Our attention to high performance, and our ISO registered and CMMI appraised processes make us an ideal partner for our clients. Our deep experience in federal operations and client support enables us to form highly successful partnerships that give our clients enterprise capability with efficient small business responsiveness and granular requirements understanding. We then use that understanding to design implementable solutions that enable mission success.
From solution conception to implementation, we specialize in assisting our clients in identifying and defining requirements, then implementing “best of breed” solutions we can support “cradle to grave.” B2TS knows mission support always includes program support, data management, and fundamental attention given to business operations. These features make our teams easy to use, operationally effective, and complimentary to client principals. Our attention to data and program management enables us to adapt mission support as complex mission operations environments morph into new operations.
Core Competencies:
> Business Optimization
> Technology Solutions
> Critical Infrastructure & Information Security
B2TS’ commitment to excellence is evidenced by our achieving and maintaining the following credentials:
> ISO 9001:2015 - Registration Number: QAC/R01/1042, Expiry: 24 MAR 2023
> ISO/IEC 27001:2013 - Registration Number: ISMS/R01/1042, Expiry: 24 MAR 2023
> CMMI DEV ML3 - Appraisal Number: 6618, Expiry: 23 JUL 2023
> TS Facility Clearance - CAGE Code: 7QXH4
When organizations need a proven partner for all aspects of Business Optimization, Technology Solutions, and Critical Infrastructure Security – B2TS delivers!
