Service Desk Technician

Location: Washington, DC
Position Type: Hybrid
Hybrid Schedule: Onsite 3 days a week, and as needed
Contract Length: Long-term with annual extensions

Position Overview:
The Senior Service Desk Technician provides first- and second-level technical support for desktop, mobile, and enterprise applications in a Windows-based environment. This role serves as a primary point of contact for troubleshooting hardware, software, and user access issues while ensuring timely ticket resolution and high-quality customer support.

Duties:

• Respond to service requests and incidents submitted via phone, email, and web portal, ensuring accurate ticket documentation and timely resolution within SLA requirements
• Provide Tier 1 and Tier 2 support for Windows operating systems, Microsoft 365, Adobe applications, and Active Directory account management
• Support iOS mobile devices and applications, including email, Microsoft 365, authentication tools, and iCloud account management
• Configure, image, deploy, and troubleshoot laptops, desktops, printers, tablets, mobile phones, and other IT equipment
• Collaborate with network and application teams to restore services and resolve technical issues
• Reproduce and troubleshoot user-reported problems to identify root causes and implement solutions
• Recommend process and system improvements to reduce recurring incidents and enhance user experience
• Utilize ticketing and workflow management platforms such as ServiceNow, Zendesk, Ivanti, or BMC Helix to manage support activities
• Support endpoint protection and device management tools including Cisco AMP, Absolute, and HP Sure Click
• Maintain and track IT assets using enterprise asset management systems and inventory tools

Required Qualifications

• 5+ years of experience providing help desk support for Windows operating systems, Windows-based applications, databases, and Active Directory (AD) account management
• 5+ years of experience supporting iOS devices, iOS-based applications, and iCloud account management
• 5+ years of experience configuring, imaging, deploying, and troubleshooting Windows-based laptops, printers, and desktop equipment
• 5+ years of experience using workflow and ticket management tools such as ServiceNow, Zendesk, Ivanti, or BMC Helix
• ITIL v4 Foundation certification
• CompTIA A+ certification

Preferred Qualifications

• Experience working with endpoint protection and device management tools such as Cisco AMP, Absolute, or HP Sure Click
• Experience using IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix