Hybrid Service Desk Technician: Windows & iOS

AHU Technologies Inc.; Washington (District of Columbia); On-site; USD 50,000 - 80,000; Full time

Benefits offered by this job

Flexible work from home options

Job summary

An established industry player is seeking a Service Desk Technician L2 to provide exceptional support to clients in a hybrid work environment. This role involves responding to service requests, managing incidents effectively, and ensuring a seamless user experience across Windows and iOS platforms. You will configure and deploy IT assets while collaborating with network and application teams to resolve issues. If you are passionate about technology and thrive in a dynamic setting, this opportunity is perfect for you. Join a forward-thinking organization that values your contributions and offers flexible work-from-home options.

Qualifications

• 3+ years of help desk support for Windows and iOS devices.
• CompTIA A+ certification is required for technical support.

Responsibilities

• Respond to service requests and manage tickets to resolution.
• Provide tier 1 support for Windows and iOS environments.

Skills

Help Desk Support

Windows Operating System

iOS Device Support

Active Directory Management

Workflow Management Applications

Endpoint Protection Tools

IT Asset Management

CompTIA A+ Certification

Tools

Microsoft SQL Management Studio

Oracle SQL Developer

ZenDesk

ServiceNow

Ivanti

BMC Helix

Job description

Job Description:

Short Description: Service Desk Technician - Journeyman

Complete Description:

The Service Desk Technician - Journeyman provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the Client and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.

Duties & Responsibilities:

· 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.

· Ability to provide tier 1 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.

· Ability to provide tier 1 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.

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

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

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

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

Qualifications

Required Experience: At least three (3) years of experience in the following:

· Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;

· Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;

· Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets;

· Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.

· CompTIA A+ certified

Preferred Experience: At least three (3) years of experience in the following:

· Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick;

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

Skills:

· Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management; Required 3 Years

· Providing help desk support for iOS devices, iOS-based applications, and iCloud account management. Required 3 Years

· Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets. Required 3 Years

· Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix. Required 3 Years

· CompTIA A+ certified. Required

· Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick. Highly desired 3 Years

· IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix. Highly desired 3 Years

Flexible work from home options available.