RWD Consulting, LLC
Overview
Join to apply for the
IT Service Desk Specialist II
role at
RWD Consulting, LLC . Location: Bethesda, MD Clearance: Secret Clearance, required Salary: $110,000.00 Benefits:
medical, dental and vision, life AD&D, STD, LTD and 401k with company match Responsibilities
Functional Responsibility: Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat. Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems. Acts as the escalation path to resolve moderate to highly complex technical issues. Specialized in certain aspects of technologies to assist the customer base. Provides support for call overflow during peak time or reduced staff during off peak hours. Level III performs more varied and difficult tasks compared to Level II. Minimum Education: Bachelor’s degree and/or equivalency. Experience in this Discipline: Four (4) years of experience demonstrating the required proficiency. Commercial (Baseline) Certificates: IAT II: Please see Commercial Certificates for DoD 8570.01-M certificate requirement, CE: Associate level certificate for supported technology as approved by the COR. IA Technical/Management Designation: IAT II and CE IT Security Designation: ADP/IT-II Qualifications
Experience in this Discipline: Four (4) years of experience showing the required proficiency. Educational/Certifications: Bachelor’s degree and/or equivalency; IAT II and CE; DoD 8570.01-M alignment as applicable; ADP/IT-II. Additional Tasks and Responsibilities
Triage, prioritize, and own escalated incidents and service requests through resolution following defined SLAs. Perform advanced troubleshooting, including root-cause analysis, log review, and remediation for endpoint, application, and account-related issues. Coordinate cross-team escalations (e.g., systems, network, security) and track handoffs to closure. Execute standard changes and maintenance tasks (e.g., software deployments, image builds, patching) per change management procedures. Maintain accurate, complete ticket documentation, including steps taken, findings, and outcomes. Create and continuously improve knowledge base articles, runbooks, and user-facing guides to reduce repeat issues. Monitor service desk queues and metrics; identify trends and propose preventative fixes or process improvements. Support onboarding/offboarding tasks (accounts, permissions, device setup) while ensuring policy compliance. Safeguard access and data integrity by following security best practices for authentication, authorization, and device handling. Provide overflow coverage during peak periods and assist in training/mentoring Tier 1 technicians. Network Operations (Section)
Network Operations Support Services: comprehensive network operations, installation, monitoring and maintenance for networks on customer premises, including IDN, LAN, WAN, SIPRNet, NIPRNet and others. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Government Administration Referrals increase your chances of interviewing at RWD Consulting, LLC by 2x Get notified about new Information Technology Service Desk jobs in
Bethesda, MD .
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Join to apply for the
IT Service Desk Specialist II
role at
RWD Consulting, LLC . Location: Bethesda, MD Clearance: Secret Clearance, required Salary: $110,000.00 Benefits:
medical, dental and vision, life AD&D, STD, LTD and 401k with company match Responsibilities
Functional Responsibility: Answers questions, analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat. Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems. Acts as the escalation path to resolve moderate to highly complex technical issues. Specialized in certain aspects of technologies to assist the customer base. Provides support for call overflow during peak time or reduced staff during off peak hours. Level III performs more varied and difficult tasks compared to Level II. Minimum Education: Bachelor’s degree and/or equivalency. Experience in this Discipline: Four (4) years of experience demonstrating the required proficiency. Commercial (Baseline) Certificates: IAT II: Please see Commercial Certificates for DoD 8570.01-M certificate requirement, CE: Associate level certificate for supported technology as approved by the COR. IA Technical/Management Designation: IAT II and CE IT Security Designation: ADP/IT-II Qualifications
Experience in this Discipline: Four (4) years of experience showing the required proficiency. Educational/Certifications: Bachelor’s degree and/or equivalency; IAT II and CE; DoD 8570.01-M alignment as applicable; ADP/IT-II. Additional Tasks and Responsibilities
Triage, prioritize, and own escalated incidents and service requests through resolution following defined SLAs. Perform advanced troubleshooting, including root-cause analysis, log review, and remediation for endpoint, application, and account-related issues. Coordinate cross-team escalations (e.g., systems, network, security) and track handoffs to closure. Execute standard changes and maintenance tasks (e.g., software deployments, image builds, patching) per change management procedures. Maintain accurate, complete ticket documentation, including steps taken, findings, and outcomes. Create and continuously improve knowledge base articles, runbooks, and user-facing guides to reduce repeat issues. Monitor service desk queues and metrics; identify trends and propose preventative fixes or process improvements. Support onboarding/offboarding tasks (accounts, permissions, device setup) while ensuring policy compliance. Safeguard access and data integrity by following security best practices for authentication, authorization, and device handling. Provide overflow coverage during peak periods and assist in training/mentoring Tier 1 technicians. Network Operations (Section)
Network Operations Support Services: comprehensive network operations, installation, monitoring and maintenance for networks on customer premises, including IDN, LAN, WAN, SIPRNet, NIPRNet and others. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Government Administration Referrals increase your chances of interviewing at RWD Consulting, LLC by 2x Get notified about new Information Technology Service Desk jobs in
Bethesda, MD .
#J-18808-Ljbffr