Service Desk Technician

Washington - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Position Title & Code: Service Desk Technician - Senior

Location: Washington DC

Project End Date: 09/30/2026 (With Possible extension to next fiscal year)

Duties & Responsibilities:

a. Respond to service requests and service incidents reported by client staff via phone email or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.

b. Ability to provide tier 1 and tier 2 support for a Windows-based desktop environment including common desktop applications such as Microsoft 365 and Adobe as well as managing user accounts and Active Directory.

c. Ability to provide tier 1 and tier 2 support for iOS-based mobile devices including common mobile-based applications such as email Microsoft 365 and authentication applications.

d. Configure and deploy PCs laptops printers mobile phones tablets and other desktop IT assets.

e. Interact with network team and application development teams to restore services and/or identify and correct issues.

f. Simulate or re-create user problems to resolve incidents.

g. Recommend system modifications to reduce user problems and service incidents.

Required Experience: At least five (5) years of experience in the following:

a. Providing help desk support for the Windows operating system Windows-based applications and databases and AD account management.

b. Providing help desk support for iOS devices iOS-based applications and iCloud account management.

c. Configuring imaging and deploying Windows-based laptops printers and desktop assets.

d. Workflow management applications such as Zendesk ServiceNow Ivanti or BMC Helix.

e. ITIL v4 Foundation
f. CompTIA A certification

Preferred Experience: At least five (5) years of experience in the following:

a. Endpoint protection and management tools such as Cisco Amp Absolute or HP Sure Click.

b. IT asset management and tracking tools such as Oomnitza ServiceNow Ivanti or BMC Helix.

Position Title & Code: Service Desk Technician - Senior Location: Washington DC Project End Date: 09/30/2026 (With Possible extension to next fiscal year) Duties & Responsibilities: a. Respond to service requests and service incidents reported by client staff via phone email or web portal. En...