Service Desk Technician (6789)
$64,002–$74,006 year
On-siteWashington, United States
Job Summary
Receive, document, triage, escalate, and respond to all customer requests within acceptable timeframes for Tier 1 and Tier 2 support. Document, prioritize, and escalate issues using the Help Desk ticketing system while collaborating with external vendors to coordinate equipment procurement and repair. Perform laptop, tablet, and desktop support, including software/hardware configuration, troubleshooting, and repair for Windows applications, printing, and network issues. Maintain technical competency to address common inquiries and participate in Infrastructure Team meetings to discuss solutions and improvements. Availability is required for 12PM to 8PM shifts on Monday, Tuesday, Thursday, and Friday in Washington, DC. This role supports over 800 high-profile Federal Customer executives worldwide.
Required Qualifications
- Hands-on experience as a Service Technician providing Tier 1 and Tier 2 support
- Strong analytical and problem-solving skills
- Experience with diverse technologies and systems
- Exemplary telephone and communication skills
- Commitment to delivering outstanding customer service
- 3–5 years of general IT experience
- 2+ years in a Windows environment
- Ability to document detailed and accurate logs of user interactions using a Service Desk Automated Tool (e.g., ServiceNow)
- Expertise in end-user operations, including but not limited to: System sign-on, Active Directory maintenance, and Exchange
- Expertise in end-user operations, including but not limited to: Microsoft Office programs, including Outlook
- Expertise in end-user operations, including but not limited to: PC hardware, printers, scanners, peripherals, and mobile devices (iOS, Android)
- Expertise in end-user operations, including but not limited to: Client PC connectivity (Ethernet, TCP/IP, VPN)
- Expertise in end-user operations, including but not limited to: File server knowledge
- Experience supporting mobile devices and managing them via Microsoft Intune Mobile Device Management (MDM) software
- Availability for the following shifts: 12PM to 8PM, Monday, Tuesday, Thursday, and Friday in Washington, DC
- Active Top-Secret clearance with SCI eligibility
- Verification of identity and eligibility to work in the United States
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