Senior Service Desk Support
Full Time • Washington, DC – Client Location
Replies within 24 hours
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Position Overview
Stealth Solutions Inc. is seeking a highly skilled and customer-focused Senior Service Desk Support professional to provide advanced Tier 2/Tier 3 IT support for end-users in a Federal environment. The ideal candidate will bring strong technical troubleshooting expertise, excellent communication skills, and the ability to manage and resolve complex IT issues across hardware, software, and network systems.
Stealth Solutions Inc. is seeking a highly skilled and customer-focused Senior Service Desk Support professional to provide advanced Tier 2/Tier 3 IT support for end-users in a Federal environment. The ideal candidate will bring strong technical troubleshooting expertise, excellent communication skills, and the ability to manage and resolve complex IT issues across hardware, software, and network systems.
This is a fully onsite role (5 days/week) at a client location in the Washington, DC / Northern Virginia area.
Key Responsibilities
Key Responsibilities
- Provide responsive and tailored IT support to end-users, addressing a wide range of technical issues.
- Manage and resolve incidents and service requests using a Service Desk ticketing system (e.g., ServiceNow), ensuring SLA compliance.
- Troubleshoot hardware, software, and network issues across enterprise environments, including M365 applications and federal systems.
- Take ownership of tickets from intake through resolution or escalation to Tier 3 teams.
- Deliver in-person and remote IT support in a professional and customer-focused manner.
- Support and troubleshoot devices including laptops, desktops, MFDs, peripherals (PIV/CAC readers, monitors, encrypted drives).
- Provide support for mobile devices (Android and iOS).
- Troubleshoot enterprise software including Windows 11, Microsoft 365, Azure file shares, and Adobe Creative Cloud.
- Maintain accurate documentation of issues, resolutions, and response times.
- Coordinate with internal IT teams for hardware/software procurement and deployment.
- Train end-users on enterprise systems, tools, and applications.
- Prioritize tasks effectively and provide regular updates on progress and milestones.
- Maintain organized workspaces, IT labs, and inventory areas.
Required Qualifications
- Bachelor’s degree in Information Technology, Business Management, or a related field.
- Minimum 6+ years of experience in IT Service Desk operations supporting Tier 2/Tier 3 environments.
- Hands-on experience supporting:
- User and account management
- Microsoft 365 and enterprise applications
- Laptops, desktops, printers, and mobile devices
- Experience with Service Desk ticketing tools (e.g., ServiceNow) and SLA-driven environments.
- Strong troubleshooting skills across hardware, software, and network systems.
- Excellent customer service, communication, and problem-solving abilities.
- Ability to manage workload independently and prioritize tasks effectively.
- Experience supporting both in-person and remote users in enterprise environments.
Preferred Qualifications
- Relevant certifications such as CompTIA A+, Network+, Security+, or ITIL.
- Experience supporting federal agency IT environments.
- Familiarity with Azure environments and enterprise file sharing systems.
- Experience with specialized or scientific applications is a plus.
Compensation: $75,000.00 - $100,000.00 per year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
About Us
Though we are a small, disadvantaged, minority business, our approach and commitment to our clients speak volumes. Stealth Solutions is an SBA-certified 8a distinctive provider of innovative technology and management services. We take pride in helping organizations achieve their business ambitions via technology solutions. Stealth’s team of consulting professionals with their vast experiences in business analysis, development, quality assurance and project management can cater to a company’s needs.
Our Mission
To provide excellence in information technology consulting. We ensure quality services by collaborating with our clients and by providing experienced professionals to fulfill all of our clients' IT needs.
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