Service Desk Technician

RightDirection Technology Solutions seeks a Service Desk Technician to deliver responsive tier-1/2 support for federal and commercial clients. In this role, you will troubleshoot hardware, software, and network issues; manage incidents via a ticketing system; and ensure secure, reliable IT operations. You'll collaborate with engineers and cybersecurity specialists, follow ITIL-based processes, and document resolutions. Our mission-driven culture emphasizes integrity, learning, and growth, giving you opportunities to expand skills in cloud, cybersecurity, and modern enterprise technologies while supporting critical customer missions.

Responsibilities

• Provide tier-1/2 technical support for end users via phone, email, and ticketing tools
• Troubleshoot and resolve hardware, software, and basic network issues
• Log, track, and update incidents and requests in the ticketing system
• Escalate complex issues to engineers and cybersecurity staff as needed
• Support account management, access, and permissions within approved tools
• Follow ITIL-based processes and security policies for federal and commercial clients
• Document solutions, create knowledge base articles, and contribute to process improvement
• Collaborate with cross-functional teams to maintain secure, reliable IT environments

Required Skills

• Service desk support
• Ticketing systems (e.g., Service
• Now, JIRA)
• Windows OS administrationmac
• OS support
• Basic networking/TCP-IPActive Directory user/admin tasks
• Remote support tools
• Cybersecurity best practices awareness
• Hardware/software troubleshooting
• ITIL-based incident management