Service Desk Technician (Tier 1)
$64,000–$64,000 year
On-siteWashington, United States
Job Summary
Configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals. Resolve technical issues using intermediate to advanced knowledge of Windows, macOS, iOS, and Android, applying foundational understanding of network layers and TCP/IP tools. Operate effectively in a fast-paced environment to meet tight deadlines while providing excellent customer service to executive-level staff and management. Manage Active Directory user and account administration, support Microsoft Office 365 applications, and utilize Incident, Change, or Knowledge Management systems such as BMC Helix. Requires one year of macOS and remote access experience, three years in IT Call Center environments, and five years with incident management systems. Salary is $64,000.
Required Qualifications
- 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
- Excellent customer service and communication skills
- 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
- One (1) year minimum experience supporting macOS
- Experience with Remote access tools (e.g., Cisco AnyConnect)
- Experience with VPN and secure remote connectivity
- Three (3) years minimum experience in IT Call Center environments
- Experience with Active Directory user and account administration
- Experience supporting Microsoft Windows 10 and Office 365 applications
- Experience supporting mobile operating systems (iOS, Android)
- Experience 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))
Desired Qualifications
- RSA SecurID experience
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