Desktop Support Technician I - Mid
$56,000–$60,000 year
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Lead Tier I support escalations for complex technical issues involving Windows, macOS, iOS, and Android systems while coordinating with Tier II and Tier III teams. Serve as the primary escalation point for high-visibility and executive-level (VIP) users, delivering advanced troubleshooting and white-glove service with exceptional customer handling. Analyze ticket trends, recommend service improvements, and maintain Tier I knowledge articles to ensure timely resolution. Mentor junior technicians on advanced Tier I competencies and problem-solving skills. Requires 3-5 years of service desk experience, 5 years of Active Directory administration, and proficiency in Microsoft 365 and ITSM systems. Full-time day shift in Washington, DC with potential evening/weekend coverage and maintenance windows.
Required Qualifications
- 3-5 years providing technical support in IT service desk or call center environments
- Minimum of 5 years of hands-on administration of Active Directory
- Broad knowledge and experience in Microsoft 365 support (Exchange Online, SharePoint, Office apps)
- Proficiency in supporting VPN, secure remote access, and remote management tools
- Advanced knowledge of enterprise mobility and device management
- U.S. Citizenship
- Background Check
- Must be able to work core (8:00am – 6:00pm) business hours 8 hours a day onsite in Washington DC
- Candidate must be able to work from home/remote when requested using client-supplied equipment
- Candidate must be able to work during some planned maintenance windows between 9pm and 5am
- Candidate must be able to lift up to 10 pounds
- Candidate must be able to lift up to 25 pounds
- Candidate must be able to lift up to 50 pounds
- Must be able to work evenings and weekends to meet program and contract needs
- Must comply with any vaccination requirements mandated by contract, applicable law or regulation
- Candidate must have reliable high-speed internet for off-site work
Desired Qualifications
- ITIL Foundation
- CompTIA certification(s)
- Related college degree
- Microsoft 365 certification
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