Service Desk Technician III (Contract-to-Hire)

Location: Glen Allen, VA | Type: Contract-To-Hire

TECHEAD is seeking a Service Desk Administrator III to serve as a high-level technical lead and the primary escalation point for complex IT challenges. In this critical role, you will balance hands-on troubleshooting with proactive system administration and process optimization to ensure seamless, secure operations. We are looking for a customer-centric, organized professional who can drive technical excellence independently while contributing to a high-performing collaborative team.

Essential Responsibilities & Tasks

< data-path-to-node="8">1. Service Desk Support and Operations (50%)

• Provide end-user support for hardware, software, network, and account-related issues for internal staff and external partners (vendors and consultants).

• Diagnose and resolve issues related to Windows systems, mobile devices, printers, VPNs, and core business applications.

• Administer user accounts, permissions, and access controls across Active Directory, Azure AD/Entra ID, and MDM systems.

• Manage endpoint configuration, patching, inventory, and compliance using ManageEngine.

• Support on-prem and cloud-based infrastructure, including basic networking (DNS, DHCP, VPNs).

• Manage and prioritize support tickets to ensure timely and effective resolution based on business impact and urgency.

• Assign tickets to appropriate internal IT department resources and track progress to ensure issues are resolved in a timely manner.

• Document issue resolution steps, outcomes, and knowledge base updates to support continuous improvement.

< data-path-to-node="10">2. Annual PC Lifecycle & Refresh Management (20%)

• Plan and execute the annual PC upgrade and refresh initiative, including identifying eligible systems based on age, performance, and business requirements.

• Research and evaluate PC models and configurations to meet organizational standards, performance needs, and budget constraints.

• Procure hardware by coordinating ordering, tracking deliveries, and maintaining asset records.

• Image and configure new machines using standardized build processes, including the development and maintenance of automation scripts for software installation, security configuration, and system hardening.

• Perform hands-on deployment of new PCs, including workstation setup, peripheral configuration, and validation with end users.

• Migrate user data, profiles, and application settings to new systems while ensuring data integrity and minimal downtime.

• Coordinate upgrade scheduling with users to minimize operational disruption and provide post-deployment support as needed.

• Document procedures, configurations, and lessons learned to improve future refresh cycles and support knowledge base updates.

< data-path-to-node="12">3. End-Point Security Administration (20%)

• Ensure end-point devices follow current released security best practices.

• Administer accounts within the MFA system.

• Monitor and manage PC software asset inventories and license usage reports to ensure compliance with software licensing agreements and organizational policies.

• Maintain accurate PC hardware asset inventories to support annual hardware audits and reporting requirements.

• Monitor systems for performance, availability, and security issues; respond to alerts and incidents as directed by the cybersecurity team.

• Assist with backups, disaster recovery testing, and documentation.

• Participate in vulnerability remediation and audit support efforts.

< data-path-to-node="14">4. IT Department and Management Meetings (5%)

• Participate in weekly IT staff meetings.

• Participate in weekly IT change management meetings.

• Participate in periodic IT planning meetings.

• Provide technical support for monthly board meetings.

Experience & Education Requirements

• Education: 2-year degree in Information Systems or a similar area of study, preferred.

• General Experience: 4 years of service desk support experience and 4 years of system implementation experience.

• Technical Support: 4 years diagnosing/resolving issues with Windows systems, mobile devices, printers, and PC hardware.

• Software: 4 years supporting end-user business applications, Office365, and multi-user web products.

• Imaging: 4 years of laptop and desktop imaging and deployment

• Security & Planning: 4 years of security management systems experience and 1 year of project planning, preferred.

Working Conditions & Physical Demands

• Work a full 8-hour day with occasional evening and weekend work.

• Occasionally lift or move up to 50 lbs.

• Ability to connect computer equipment under desks/tables which may require bending, stooping, crouching, or lying on the floor.

• Spend prolonged time viewing digital screens and enter data using hand/eye coordination.