BTI

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative IT solutions to the Federal Government. We are committed to excellence, innovation, and supporting mission-critical programs that serve our nation.

Position Overview

We are seeking a customer-focused Service Desk Technician (Level I/II) to provide technical support for enterprise IT systems supporting the mission of the Federal Bureau of Prisons in Washington, DC. This position supports a hybrid workforce and provides end-user support in a fast-paced, highly regulated federal environment.

The Service Desk Technician will provide technical assistance for desktops, laptops, thin clients, enterprise applications, account administration, hardware and software troubleshooting, and Service Desk operations while delivering exceptional customer service and ensuring compliance with established service levels.

Responsibilities

• Provide Tier I and Tier II technical support to end users via:
  • ServiceNow tickets
  • Phone support
  • Walk-in support
  • Email requests
• Support and troubleshoot:
  • Desktop computers
  • Laptops
  • Thin clients
  • Printers and peripherals
  • Mobile devices and accessories
• Install, configure, and troubleshoot operating systems and enterprise applications.
• Perform desktop imaging, software installations, upgrades, and patch management activities.
• Manage user accounts, password resets, account unlocks, and group membership changes using Active Directory.
• Support Microsoft Office applications and enterprise software solutions.
• Document incidents, troubleshooting steps, and resolutions within ServiceNow.
• Escalate unresolved issues to appropriate support teams as required.
• Create and maintain technical documentation and Knowledge Base articles.
• Develop user guides, quick reference materials, and training documentation.
• Support Service Level Agreement (SLA) compliance and ticket management metrics.
• Replicate reported issues to assist with troubleshooting and root cause analysis.
• Support Operating System Deployment (OSD) and workstation imaging activities.
• Assist with hardware refreshes, deployments, and technology upgrades.
• Train and mentor junior service desk staff and end users as needed.
• Collaborate with infrastructure, server, network, and application teams to resolve complex issues.
• Participate in process improvement initiatives to enhance service delivery and customer satisfaction.

Required Qualifications

• Level I: Minimum of 2 years of IT Help Desk, Service Desk, or Desktop Support experience.
• Level II: Minimum of 4 years of IT Help Desk, Service Desk, Desktop Support, or End User Support experience.
• Experience supporting:
  • Microsoft Windows operating systems
  • Microsoft Office 365
  • Active Directory account management
  • ServiceNow or similar IT Service Management (ITSM) platforms
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to interact effectively with technical and non-technical users.
• Ability to manage multiple priorities in a fast-paced environment.
• High School Diploma or equivalent required.

Preferred Qualifications

Experience supporting the following technologies is highly desirable:

• Microsoft Windows 11
• Microsoft Server 2022
• Microsoft Office 365
• Microsoft Exchange with Outlook client
• Active Directory
• Microsoft SCCM
• Microsoft SCOM
• ServiceNow
• Windows Operating System Deployment (OSD)
• Basic SAP user administration and support

Knowledge of:

• Help Desk Administration
• User Support methodologies
• Networking and Infrastructure fundamentals
• Systems Analysis and Design
• Hardware and Software troubleshooting
• Business and Management Information Systems principles

Certifications

• CompTIA A+ certification may substitute for one year of required experience.
• Additional certifications such as Network+, Security+, or Microsoft certifications are preferred.