Help Desk Representative

StevenDouglas; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

StevenDouglas is seeking a Tier 2 Service Desk Representative in Washington, DC to deliver executive-level tech support on-site. You will interact with senior leadership, handle high-priority incidents, and provide hands-on hardware and software support across Windows, macOS, iOS, and Android.

The role emphasizes strong customer service, communication, and documentation skills, with responsibilities spanning device provisioning, imaging, migrations, and knowledge-base development.

Qualifications

• 3+ years of advanced experience with Windows, macOS, iOS, and Android operating systems.
• 3+ years of Active Directory user and account administration.
• 3+ years supporting Microsoft 365 applications (Office 365 Pro Plus, SharePoint Online, Exchange Online).
• 3+ years with incident, change, or knowledge management systems (e.g., BMC Helix / Remedy).
• 3+ years in an IT call center environment.
• 3+ years supporting remote access software and secure remote connectivity / VPN (RSA SecurID and Cisco AnyConnect preferred).
• Hands-on experience with MDM tools such as Jamf, Apple Business Manager, Workspace ONE, or Intune.
• Working knowledge of TCP/IP and the physical, network, and application layers for troubleshooting.
• Excellent customer service and communication skills, with a professional demeanor toward executive-level staff.
• Ability to lift up to 50 pounds of equipment for on-site hardware support.

Responsibilities

• Deliver high-level technical support to executive staff and leadership, including urgent and emergency situations, while consistently meeting defined quality standards.
• Provide front-line support via phone, live chat, remote desktop tools, and on-site visits.
• Install, configure, and troubleshoot hardware, software, mobile devices, printers, and peripherals across Windows, macOS, iOS, and Android platforms.
• Configure workstations to user requirements, including profile setup, printer configuration, dual-monitor setups, and peripheral installation.
• Create and deploy system images to streamline computer and laptop setup.
• Perform user data migrations with attention to data integrity and security.
• Decommission and wipe Apple devices, including Macs, iPhones, and iPads.
• Provide mobile device and endpoint management console support (Intune, Jamf, Workspace ONE, Apple Business Manager, AirWatch, BigFix).
• Act as an escalation point for complex end-user issues requiring advanced technical expertise.
• Advise on best practices, system usage, and technology recommendations.
• Develop user-facing documentation and installation guides, and maintain a knowledge base of supported software, hardware, and peripherals.
• Distribute alert notifications across multiple channels, and collaborate with cross-functional teams and external vendors to resolve issues.

Skills

Windows

macOS

iOS

Android

Active Directory

Microsoft 365

Incident/Change/Knowledge management

IT call center

Remote access VPN

MDM tools

TCP/IP

Customer service

On-site hardware handling (lift 50 lbs

Education

Relevant college degree in IT or related field

CompTIA A+ Certification

CompTIA Network+ Certification

CompTIA Security+ Certification

Tools

Jamf

Apple Business Manager

Workspace ONE

Intune

RSA SecurID

Cisco AnyConnect

PowerShell

Power BI

Job description

We're hiring a Tier 2 Service Desk Representative in Washington, DC to deliver hands-on, executive-level tech support.

On-site and call center technical support | Washington, DC (with nationwide office support)

About the Role

This is a highly visible, customer-facing role with regular interaction with executive-level staff and office leadership, so strong service and communication skills are essential.

Key Responsibilities

• Deliver high-level technical support to executive staff and leadership, including urgent and emergency situations, while consistently meeting defined quality standards.
• Provide front-line support via phone, live chat, remote desktop tools, and on-site visits.
• Install, configure, and troubleshoot hardware, software, mobile devices, printers, and peripherals across Windows, macOS, iOS, and Android platforms.
• Configure workstations to user requirements, including profile setup, printer configuration, dual-monitor setups, and peripheral installation.
• Create and deploy system images to streamline computer and laptop setup.
• Perform user data migrations with attention to data integrity and security.
• Decommission and wipe Apple devices, including Macs, iPhones, and iPads.
• Provide mobile device and endpoint management console support (Intune, Jamf, Workspace ONE, Apple Business Manager, AirWatch, BigFix).
• Act as an escalation point for complex end-user issues requiring advanced technical expertise.
• Advise on best practices, system usage, and technology recommendations.
• Develop user-facing documentation and installation guides, and maintain a knowledge base of supported software, hardware, and peripherals.
• Distribute alert notifications across multiple channels, and collaborate with cross-functional teams and external vendors to resolve issues.

Required Experience

• 3+ years of advanced experience with Windows, macOS, iOS, and Android operating systems.
• 3+ years of Active Directory user and account administration.
• 3+ years supporting Microsoft Windows and Microsoft 365 applications (Office 365 Pro Plus, SharePoint Online, Exchange Online).
• 3+ years with incident, change, or knowledge management systems (e.g., BMC Helix / Remedy).
• 3+ years in an IT call center environment.
• 3+ years supporting remote access software and secure remote connectivity / VPN (RSA SecurID and Cisco AnyConnect preferred).
• Hands-on experience with MDM tools such as Jamf, Apple Business Manager, Workspace ONE, or Intune.
• Working knowledge of TCP/IP and the physical, network, and application layers for troubleshooting.
• Excellent customer service and communication skills, with a professional demeanor toward executive-level staff.
• Ability to lift up to 50 pounds of equipment for on-site hardware support.

Nice to Have

• CompTIA (A+, Network+, Security+), M365, or ITIL Foundation certification.
• PowerShell for automating maintenance tasks; PowerShell and Power BI for custom reporting.
• Relevant college degree in IT or a related field.
• Customer service background; experience in the sports or hospitality industry is a plus.