Service Desk Engineer (Tier 1 / Tier 2)

Position OverviewWe are seeking a reliable and detail-oriented Service Desk Engineer (L1/L2) with at least 3 years of experience supporting government IT environments. In this role, you will act as the primary contact for technical support, delivering timely resolution for hardware, software, network, and access issues across a secure municipal, state, or federal agency infrastructure.Key ResponsibilitiesTechnical Support & Incident Management (Tier 1 & Tier 2)Serve as the frontline and escalation point for technical incidents, service requests, and operational inquiries via ticketing system, phone, and chat.Triage, diagnose, and resolve Tier 1 and Tier 2 hardware, software, network connectivity, and peripheral issues.Administer user access, group policies, and identity management using Active Directory, Microsoft Entra ID (Azure AD), and IAM tools.Troubleshoot operating systems (Windows 10/11, macOS) and standard productivity suites (Microsoft 365, SharePoint, Teams).Perform remote desktop control, device provisioning, imaging, and hardware deployments (laptops, desktops, VoIP phones, mobile devices).Compliance, Security & Government OperationsEnforce strict compliance with government security protocols, data protection standards (NIST, CJIS, FISMA, or regional equivalents), and IT Service Management (ITSM) best practices.Manage Privileged Access Management (PAM) requests and multi-factor authentication (MFA) devices (e.g., PIV/CAC cards, security keys, authenticator apps).Maintain accurate documentation for incident logs, standard operating procedures (SOPs), knowledge base articles, and asset inventories.Escalate complex incidents to Tier 3 infrastructure, cloud, security, or network teams with complete context and steps already attempted.Key QualificationsExperience: Minimum of 3 years in a technical support, helpdesk, or service desk role.Government Experience: Required background supporting local, state, or federal government agencies, or a government contractor operating under strict regulatory compliance frameworks.Identity & Access Management: Hands-on experience with Active Directory (creating user accounts, managing OUs, resetting credentials, managing Group Policies) and Microsoft Entra ID / Office 365.Systems Knowledge: Strong diagnostic skills across Windows 10/11, macOS, TCP/IP networking basics (DNS, DHCP, VPNs), and remote management tools (SCCM/MECM, Intune, ServiceNow, or BMC Remedy).Clearance/Eligibility: Active security clearance or ability to pass a background investigation (e.g., Public Trust, SF-85P, or local equivalent).Preferred Qualifications & CertificationsCertifications:ITIL v4 FoundationCompTIA Security+ / Network+ / A+Microsoft Certified: Fundamentals (e.g., MS-900, MD-102)Experience working within an ITIL-aligned service desk environment.Familiarity with Secure Remote Access (SRA), VPN configurations, and Mobile Device Management (MDM).Core CompetenciesClear Communication: Ability to translate complex technical issues into clear explanations for non-technical users and government agency stakeholders.Discretion & Security Mindset: High integrity in handling sensitive, proprietary, or agency-classified information.Problem Solving: Methodical, step-by-step approach to root-cause analysis and troubleshooting under SLA constraints.