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Service Desk Technician (Level I / Level II)

June 18, 2026

<p><span style="font-size: 12pt; line-height: 107%; font-family: arial, helvetica, sans-serif;"><strong>Dynamic Solutions Technology, LLC (DST),</strong> a premier strategic services firm that meets IT and Service needs for commercial and government clients, is seeking a full-time<strong> Service Desk Technician (Level I / Level II)</strong> to provide support to a Federal Government customer in the Butner, NC, location. This is an exempt remote role. </span></p> <p style="line-height: normal;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Responsibilities Include:</strong></span></p> <ul> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide first-line technical support for desktops, laptops, 10Zig zero clients, mobile thin clients, and workstation peripherals.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Manage user accounts, passwords, permissions, and access requests in accordance with organizational security policies.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Troubleshoot hardware, software, operating system, network connectivity, and peripheral device issues.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Install, configure, and maintain workstation hardware, software applications, and operating systems.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure workstations remain compliant with approved configurations, security baselines, patches, and enterprise standards.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Receive and process support requests via telephone, ServiceNow ticketing system, remote support tools, and walk-in inquiries.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Diagnose user-reported issues, assign appropriate priorities, and escalate complex incidents to Level II or specialized support teams as required.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Track ticket status, document troubleshooting steps, and communicate progress, resolutions, and issues to users and Service Desk management.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Create and maintain Knowledge Base articles, troubleshooting guides, checklists, procedures, Service Level Agreements (SLAs), and end-user documentation.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with development teams to reproduce and validate issues in test environments and support operational configuration management activities.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Assist with Windows Operating System deployment, imaging, configuration management, and workstation provisioning.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Evaluate user requirements, workflows, and business processes to recommend effective information technology solutions.</span></p> </div> </li> <li data-w-component="list-item"> <div data-w-direction="col" data-w-auto-spacing="" data-w-list-content=""> <p data-w-component="text"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide end-user training and technical guidance to improve system utilization, productivity, and customer satisfaction</span></p> </div> </li> </ul> <p style="line-height: normal;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Required Experience:</strong></span></p> <ul> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">2-4 years minimum Help Desk Administrtion experience.</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Be able to exercise a high degree of discretion when evaluating client's operating systems, hardware configuration, firewalls, security, and network infrastructure.</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Demonstrate a wide degree of creativity and latitude as expected.</span></li> </ul> <p style="line-height: normal;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Required Education/Training:</strong></span></p> <ul> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelors of Science degree in Information Technology or related field; relevant and equivalent experience may be substituted for degree requirement.</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Certifications: CompTIA A+ certification or higher</span></li> </ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...