IT Service Desk Analyst Level 2 L2 Support

AHU Technologies Inc; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

AHU Technologies Inc is seeking a Senior Service Desk Technician in Washington, DC. This hybrid position requires providing technical support for standard Windows desktop applications and iOS devices. Candidates should have a minimum of 5 years of relevant experience and be equipped to handle service requests, configure IT assets, and troubleshoot issues.

The ideal candidate will possess a Bachelor's degree in IT and relevant certifications like ITIL v4 and CompTIA A+. You will be pivotal in restoring services and ensuring customer satisfaction.

Qualifications

• 5 years of help desk support experience for Windows OS and applications.
• 5 years of experience supporting iOS devices and applications.
• Experience with configuration and deployment of IT assets.

Responsibilities

• Respond to service requests via phone, email, or web portal.
• Provide tier 1 and tier 2 support for Windows and iOS environments.
• Configure and deploy PCs, laptops, printers, and other IT assets.

Skills

Windows operating system support

iOS devices support

Configuration and deployment of IT assets

Workflow management applications

ITIL v4 Foundation

CompTIA A+

Education

Bachelor’s degree in IT or related field

Tools

ZenDesk

ServiceNow

Ivanti

Job description

TITLE: SDT - Senior

LOCATION: Washington, DC/ Hybrid

Employment type: Contract w2/1099/C2C

MINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.

REQUIRED EXPERIENCE: 5 years

INTERVIEWS: In Person or Webcam

The client is looking for a Service Desk Technician - Senior.

The Service Desk Technician - Senior 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 and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.

Responsibilities

• Respond to service requests and service incidents reported by 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 and tier 2 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 and tier 2 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.

Skills

• Experience providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management. Required 5 Years
• Experience providing help desk support for iOS devices, iOS-based applications, and iCloud account management. Required 5 Years
• Experience configuring, imaging, and deploying Windows based laptops, printers, and desktop assets. Required 5 Years
• Experience with workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix. Required 5 Years
• ITIL v4 Foundation. Required
• CompTIA A+ Required
• Experience with endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick. Desired
• Experience with IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix. Desired