Responsibilities

Technical Support
Resolve escalated service desk tickets related to hardware, software, and network issues.
Provide advanced troubleshooting for desktops, laptops, printers, peripherals, and mobile devices.
Support configuration and maintenance of user accounts, access permissions, and security policies.
System Maintenance and Deployment
Perform installation, configuration, and upgrades of IT equipment and software.
Monitor and maintain system performance, identifying and addressing potential issues proactively.
Deploy software patches, updates, and security fixes per DLA policies.
Collaboration and Documentation
Coordinate with Tier I support, network administrators, and other IT personnel to resolve complex issues.
Maintain detailed records of incidents, problems, and resolutions using the designated ticketing system.
Develop and update knowledge base articles and training materials for end-users and IT staff.
Compliance and Security
Ensure adherence to DLA and DoD cybersecurity standards, policies, and guidelines.
Support audit and compliance activities by maintaining accurate records and ensuring proper system configuration.
Customer Service and Communication
Deliver high-quality customer service to users at all levels of the organization.
Communicate technical information effectively to both technical and non-technical stakeholders.

Required Qualifications

Education: Associate degree in Information Technology, Computer Science, or a related field. Equivalent work experience may be considered.
Experience:
Minimum of 3 years of experience in Tier II technical support or a similar role.
Hands-on experience with Windows OS, Microsoft Office Suite, and other common enterprise applications.
Familiarity with DoD or federal IT environments is highly desirable.
Certifications:
CompTIA Security+ (or equivalent DoD 8570 certification).
ITIL Foundation certification (preferred).
Technical Skills:
Proficiency in Active Directory, Group Policy management, and troubleshooting TCP/IP networking issues.
Experience with ticketing systems (e.g., ServiceNow or Remedy).

Job Type: Full-time

Pay: $55,000.00 - $56,000.00 per year

Benefits:

Schedule:

Experience:

Work Location: Remote

LunaTek LLC

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