Senior Service Desk Jobs in Silver Spring, MD (NOW HIRING)

Description

Oneida Professional Services is seeking a Senior Service Desk Technician to support the Defense Information School (DINFOS) Technology & Logistics Support Services contract at Fort Meade, Maryland. This position provides advanced technical support for end users, systems, applications, and IT equipment supporting DINFOS academic and administrative operations.

The Senior Service Desk Technician serves as a senior member of the support team, resolving complex technical issues, supporting system integration efforts, and assisting with the maintenance of a reliable and secure IT environment. The successful candidate will provide exceptional customer service while working closely with network, systems, cybersecurity, application, and audiovisual support personnel.

*This position is contingent on the award of a federal contract

Key Responsibilities

• Provide advanced technical support for hardware, software, operating systems, peripherals, and enterprise applications.
• Troubleshoot and resolve complex technical issues affecting end users, classrooms, administrative offices, and mission systems.
• Respond to service requests and incidents in accordance with established service level objectives and operational procedures.
• Create, update, document, and manage service tickets within the automated ticketing system.
• Monitor ticket queues, track issue trends, and recommend corrective actions to improve service delivery and system reliability.
• Support installation, configuration, maintenance, and troubleshooting of desktop, laptop, mobile, and peripheral devices.
• Coordinate with network operations and infrastructure teams on system integration, connectivity issues, testing activities, and technology deployments.
• Assist with product evaluations, installation testing, and implementation of new technologies and solutions.
• Maintain accurate technical documentation, troubleshooting procedures, and knowledge base articles.
• Support hardware and software inventory tracking, asset accountability, and configuration management activities.
• Ensure compliance with organizational security policies, procedures, and property accountability requirements.
• Provide technical guidance and mentorship to junior service desk personnel as needed.

Requirements

Required Qualifications

• Experience providing Tier II or advanced technical support in a service desk, help desk, or IT support environment.
• Demonstrated ability to troubleshoot and resolve complex hardware, software, network connectivity, and application issues.
• Experience utilizing automated ticketing and service management systems.
• Knowledge of Microsoft Windows operating systems, desktop support, enterprise applications, and end-user computing technologies.
• Experience supporting hardware installations, software deployments, and system upgrades.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Excellent customer service, communication, and interpersonal skills.
• Proficiency with Microsoft Office applications and standard IT support tools.

Preferred Qualifications

• Experience supporting Department of Defense, military, federal government, or educational environments.
• Experience working with enterprise service management platforms such as ServiceNow or similar ticketing systems.
• CompTIA A+, Network+, Security+, or other relevant technical certifications.
• Familiarity with Active Directory, Microsoft 365, endpoint management tools, and remote support technologies.
• Experience supporting classroom technology, audiovisual systems, or academic technology environments.
• Experience assisting with system integration, testing, and technology implementation projects.

Benefits (FEDERAL):

• 15 Days of Paid Time Off
• 11 Paid Holidays
• 401(k) Retirement Plan with Company Match
• Medical, Dental, and Eye Insurance
• Employee Referral Program
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Wellness Program
• Multiple Voluntary Medical Benefits

About Us:

The Oneida ESC Group is a family of companies owned by the Oneida Nation of Wisconsin that delivers customer-focused engineering, science, and construction services worldwide.

Our family of companies includes:

• Oneida ESC Group (OESC)
• Oneida Professional Services (OPS)
• Oneida Total Integrated Enterprises (OTIE)
• Mission Support Services (MS2)
• Sustainment & Restoration Services (SRS)
• Oneida Engineering Solutions (OES)
• General Mechanical Corporation (GMC)
• LG2 Environmental Solutions (LG2)
• Oneida Environmental (OE)

We integrate our staff for dedicated, cooperative, and business-like delivery of services to enhance our customers' missions.

Equal Employment Opportunity:

Oneida ESC Group is an equal opportunity employer committed to inclusion and diversity in the workplace. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, or any other characteristic