Senior Service Desk Technician

Service Desk Technician II
Federal Prison Industries (UNICOR) – Information Technology Services Contract

About the Project:
Federal Prison Industries (UNICOR) provides employment and training opportunities to incarcerated individuals through manufacturing, services, and technology programs that support federal agencies nationwide.

The Management Information Systems Branch (MISB) supports UNICOR's enterprise technology environment, including user support, infrastructure, networking, cybersecurity, and business systems. As UNICOR continues to modernize its technology environment, the Service Desk Technician II will play a key role in supporting users, maintaining system performance, and ensuring timely resolution of technical issues.

Position Summary:
KeenLogic is seeking a skilled and customer-focused Service Desk Technician II to support Federal Prison Industries (UNICOR), a government corporation within the U.S. Department of Justice. This position supports enterprise IT operations and end-user support services across UNICOR facilities nationwide.

The Service Desk Technician II serves as an advanced member of the IT support team, providing technical assistance to end users, troubleshooting workstation and application issues, managing ServiceNow tickets, and supporting Microsoft-based environments. This role also assists with documentation development, knowledge management, training materials, and process improvement initiatives to enhance IT service delivery.

This position is primarily remote, with occasional onsite support requirements at UNICOR facilities as needed. This opportunity supports a federal contract with a one-year base period and four option years, offering up to five years of continued work.KeenLogic offers Fortune 500-level benefits, including health, dental, and vision insurance, PTO, 401(k), and life insurance. 

Work Location:

• Primarily remote/hybrid

• Potential support locations include:
  • Washington, DC (UNICOR Central Office)
  • Butner, NC
  • Allenwood, PA
  • Victorville, CA

Schedule:

• Monday – Friday
• Full-time (40 hours per week)
• 8-hour shifts
• 7:30 am to 4:00 pm

Required Qualifications:

• US Citizen and eligible for government clearances
• 4+ years of IT Help Desk, Desktop Support, or User Support experience.
• Experience supporting Microsoft Windows operating systems and end-user devices.
• Strong troubleshooting and customer service skills.
• Experience working within ticketing systems such as ServiceNow.
• Strong verbal and written communication skills.
• Ability to communicate effectively with both technical and non-technical users.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications:

• CompTIA A+, Network+, or similar industry certifications.
• Experience supporting federal government environments.
• Experience with Microsoft 365 and Exchange.
• Experience supporting remote users.
• Experience creating technical documentation, training materials, or knowledge base articles.
• Familiarity with Windows Operating System Deployment (OSD).

Technical Environment:
Candidates should have experience supporting and troubleshooting technologies such as:

• Microsoft Windows 11
• Microsoft Server 2022
• Microsoft Office 365
• Microsoft Exchange / Outlook
• Active Directory
• ServiceNow
• SCCM (System Center Configuration Manager)
• SCOM (System Center Operations Manager)
• Windows Operating System Deployment (OSD)
• User account administration
• Desktop and laptop hardware support
• Peripheral device troubleshooting

Key Responsibilities:
End User Support

• Provide Tier I and Tier II technical support to end users.
• Troubleshoot hardware, software, operating system, and peripheral issues.
• Support desktops, laptops, thin clients, mobile devices, and related technologies.
• Configure and maintain workstation operating systems and software applications.
• Install, configure, and troubleshoot hardware and software components.
• Assist users through phone, remote support sessions, and ticketing systems.

Service Desk Operations

• Respond to and resolve incidents and service requests submitted through ServiceNow.
• Prioritize and escalate issues as appropriate.
• Track ticket progress and provide timely updates to users and management.
• Ensure service requests are resolved in accordance with established service levels.

Documentation & Knowledge Management

• Develop and maintain:
  • Knowledge Base Articles
  • Standard Operating Procedures (SOPs)
  • User Guides
  • Checklists
  • Service Level Agreements (SLAs)
  • End User Training Materials

Technical Collaboration

• Collaborate with infrastructure, networking, and development teams to troubleshoot complex issues.
• Assist with operating system deployments and workstation configuration management.
• Participate in testing activities and issue replication efforts.
• Evaluate user workflows and recommend technology solutions to improve efficiency and user experience.

Continuous Improvement

• Identify recurring issues and recommend process improvements.
• Assist in improving service desk operations, documentation, and support processes.
• Support technology modernization initiatives and operational enhancements.