Service Desk Technician (Tier 1)
$64kAAC
Service Desk Technician (Tier 1)
Technology and Computer-related
Washington, DC • Full-Time/Regular
Tier 1 Technology Support Services
Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.
All minimum requirements are required and must be stated in resume for eligibility and consideration.
General Responsibilities:
- Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
- Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
- Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
- Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
- Ability to operate effectively in a fast-paced environment and meet tight deadlines.
- Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
• One (1) year minimum experience supporting:
- macOS
- Remote access tools (e.g., Cisco AnyConnect)
- VPN and secure remote connectivity (RSA SecurlD experience preferred)
• Three (3) years minimum experience in:
- IT Call Center environments
- Active Directory user and account administration
- Supporting Microsoft Windows 10 and Office 365 applications
- Supporting mobile operating systems (iOS, Android)
- Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
• Experience with Mobile Device Management (MOM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))
Salary: $64000
Vacancy posted 5 days ago
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