Tier 2 Service Desk Technician (On-Site)

Oneida Professional Services is seeking a Systems Administrator to support the Defense Information School (DINFOS) Technology & Logistics Support Services contract at Fort Meade, Maryland. This position is responsible for administering, maintaining, and securing enterprise server environments and supporting the reliable operation of DINFOS information systems.

The successful candidate will provide support for Windows and Linux/UNIX systems, perform system maintenance and patch management activities, support backup and recovery operations, and assist with infrastructure modernization efforts. This role requires strong technical troubleshooting skills and the ability to maintain secure, stable, and highly available systems in a mission-critical environment.

Key Responsibilities:

• Handle Complex or Long-Running Support Issues - Troubleshoot problems involving workstations, printers, network-connected devices, and end-user applications that require deeper investigation. Act as an initial point of escalation for the Service Desk before issues are referred to other technical teams.
• Perform Vulnerability Remediation - Review systems that have failed automated patching or remediation procedures, identify the cause of the failure, and complete remediation. Ensure affected systems are returned to DoW compliance in a timely manner.
• Maintain Technical Procedures and Documentation - Create and update SOPs, troubleshooting procedures, configuration templates, and other technical documentation used by the Service Desk for day-to-day operations.
• Support Device Security Requirements - Develop and maintain security configurations, including applicable STIG requirements, for devices that are not centrally managed, such as printers, scanners, conference-room equipment, and IoT devices.
• Coordinate Advanced IT Support - Act as the IT point of contact for high-profile visits, special events, VIP requirements, and Command Staff activities that require additional planning, testing, or technical support.
• Investigate Recurring Technical Problems - Review repeated incidents affecting users, systems, devices, or applications to identify common causes and determine whether a permanent corrective action can be implemented.
• Review and Improve Service Desk Troubleshooting - Identify gaps in existing troubleshooting procedures and develop additional guidance, tools, or processes that allow Service Desk personnel to resolve issues more consistently.
• Prepare Technical Escalations - Perform initial investigation and gather relevant logs, error information, troubleshooting results, and system details before referring issues to Systems, Network, Cybersecurity, or other technical teams.
• Review Aging and Unresolved Tickets - Periodically review tickets that have remained open for extended periods, determine what is preventing resolution, and assist with moving those issues toward closure or appropriate escalation.
• Provide Back-of-House Technical Support - Operate primarily as an internal technical resource rather than a primary client-facing Service Desk technician. Focus on escalated issues, technical investigation, remediation, documentation, and Service Desk support, while interacting directly with users when necessary to troubleshoot or resolve an assigned issue.