Service Desk Technician Help Desk

Job Title:DCA IT Service Desk Technician (807831)

Location:60 Executive Park South NE Atlanta GA 30329
Duration: 12 months

The IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing troubleshooting and resolving hardware software network and application issues. This position serves as the primary point of contact for IT support requests ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices Microsoft 365 services identity management asset lifecycle processes and enterprise business applications in a hybrid IT environment.

Essential Duties and Responsibilities:

Customer Support

Serve as the first point of contact for IT incidents service requests and technical inquiries.

Provide remote phone email chat and desk-side technical support to end users.

Troubleshoot and resolve hardware software network connectivity printing mobile device and application issues.

Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.

Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).

Incident Request & Problem Management

Log categorize prioritize and resolve incidents and service requests using ServiceNow.

Follow ITIL best practices for Incident Request Problem and Knowledge Management.

Document troubleshooting steps resolutions and knowledge articles to improve service quality.

Monitor ticket queues and ensure timely follow-up and closure.

Endpoint & Device Support

Configure deploy image and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.

Install configure and troubleshoot desktop software Microsoft 365 applications browsers VPN and business applications.

Support printers scanners webcams docking stations and other peripheral devices.

Perform workstation moves adds changes and equipment replacements.

Identity & Access Management

Create modify and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.

Manage password resets Multi-Factor Authentication (MFA) and account lockouts.

Assist with onboarding offboarding and access provisioning activities.

Microsoft 365 Support

Support Microsoft Outlook Teams OneDrive SharePoint Online and other Microsoft 365 services.

Assist users with collaboration tools and cloud-based productivity applications.

Troubleshoot synchronization licensing and authentication issues.

Hardware Asset Management

Receive inventory assign track and recover IT assets.

Maintain accurate hardware inventory records within ServiceNow Asset Management.

Perform asset lifecycle activities including deployment relocation repair replacement and retirement.

Assist with inventory audits and asset reconciliation.

Collaboration

Work closely with Infrastructure Cybersecurity Applications Telecommunications and vendors to resolve issues.

Participate in technology rollouts hardware refreshes software deployments and special IT projects.

Minimum Qualifications

High School Diploma or GED.

Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.

OR

Associate degree in Information Technology Computer Science or related field and one (1) year of technical support experience.

Preferred

Bachelors degree in Information Technology Computer Science Information Systems or related field.

Experience supporting state or local government environments.

Preferred Technical Experience

Experience supporting:

Microsoft Windows 11

Microsoft 365

Microsoft Teams

Microsoft Outlook

Microsoft Entra ID (Azure AD)

Active Directory

Microsoft Intune

Windows Autopilot

ServiceNow

Cisco Webex

VPN technologies

Multifactor Authentication (MFA)

Network printers

Hybrid cloud environments

Hardware Asset Management (HAM)

Basic Software Asset Management (SAM)

Knowledge Skills and Abilities

Strong customer service and communication skills.

Excellent troubleshooting and analytical skills.

Ability to diagnose hardware software and network issues.

Ability to prioritize multiple tasks in a fast-paced environment.

Strong documentation and organizational skills.

Ability to explain technical concepts to non-technical users.

Ability to work independently and collaboratively within a team.

Knowledge of ITIL service management principles.

Required Skills:

Two (2) years of experience providing technical support in a Help Desk or Service Desk supporting Microsoft Windows 11Microsoft 365Microsoft TeamsMicrosoft OutlookMicrosoft Entra ID (Azure AD