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Service Desk Technician I
Terrestris LLCService Desk Technician I providing IT support for user workstations at Terrestris. Enhancing mission outcomes through technology for the Central UNICOR office.
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
account administrationtroubleshootinghardware installationsoftware installationoperating system configurationperipheral maintenanceremote access toolsdiagnostic techniquesticket trackingservice request escalation
Soft Skills
communicationproblem-solvingprioritizationcustomer servicecollaborationattention to detailtime managementadaptabilityinterpersonal skillsconflict resolution
Tools & Technologies
ServiceNow10Zig zero clientsmobile thin clientsdesktopslaptopsworkstation peripheralsService Deskremote access toolsticketing systemsdiagnostic tools
Certifications & Qualifications
CompTIA A+ CertificationPublic Trust Clearance
Industry Keywords
IT Help Deskuser supportaccount managementsystem securityconfiguration managementincident managementservice request managementtechnical supportuser assistancebusiness impact assessment
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Manage user accounts and provide day-to-day account administration support.
- Troubleshoot desktops, laptops, 10Zig zero clients, mobile thin clients, and other workstation issues.
- Install and configure hardware, software, and workstation operating systems.
- Ensure systems remain current with approved configurations and security requirements.
- Configure, maintain, and troubleshoot workstation peripherals and connected devices.
- Respond to requests for assistance received through the Service Desk by telephone, ServiceNow, and walk-in inquiries.
- Assess user issues through conversation, diagnostic techniques, and remote access tools.
- Assign appropriate priorities to support requests based on business impact and urgency.
- Dispatch or escalate complex incidents and service requests to Level II Technicians when necessary.
- Track ticket status and resolution activities and communicate updates, resolutions, and outstanding issues to users and the Service Desk Supervisor.
Requirements
What you’ll need- Authorization to work in the United States permanently without sponsorship
- Ability to obtain Public Trust Clearance
- A minimum of (2) years of IT Help Desk experience to Include Help Desk Administration and User Support
- Certification: CompTIA A+ Certification may be substitute for 1 year of experience
Benefits
Comp & perks- health, financial, and retirement benefits
- paid leave
- professional development
- tuition assistance
- work-life programs
- award programs for exceptional performance