IT Service Desk Technician - Advanced Windows/macOS Support

AAC; Washington, Northern (District of Columbia, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

AAC is seeking an IT Service Desk Contractor to provide frontline technical support for software, devices, and network connectivity. You will assist with Windows, macOS, iOS/Android, and Office 365 in a fast-paced environment while delivering professional customer service to executive staff.

The role requires strong communication, incident management experience, and familiarity with remote access tools such as VPNs and Cisco AnyConnect. On-site support is required in the Washington, DC area.

Qualifications

• One year minimum experience supporting macOS, remote access tools, VPN, and secure remote connectivity.
• Three years minimum experience in IT call center environments and AD administration.
• Experience with Microsoft 365 Pro Plus, SharePoint, and Exchange Online.
• Five years minimum experience with Windows, macOS, iOS, Android, and Office 365.
• Proficiency with incident, change, or knowledge management systems (e.g., Remedy).

Responsibilities

• Configure and troubleshoot COTS software/hardware including PCs, Macs, mobile devices, printers, and peripherals.
• Support Windows, macOS, iOS, and Android operating systems.
• Resolve issues across physical, network, and application layers using TCP/IP tools.
• Provide excellent customer service and professional communication with executives and management.
• Operate effectively in a fast-paced environment and meet deadlines.
• Demonstrate business and systems analysis to identify and resolve user issues.

Skills

Customer service

Communication

Technical support

Windows

macOS

Mobile devices

Active Directory

Office 365

PowerShell

Tools

JAMF

Apple Business Manager

Workspace ONE

Intune

Cisco AnyConnect

BMC Helix/Remedy

Job description

AAC is seeking an IT Service Desk Contractor to provide frontline technical support for software, devices, and network connectivity. You will assist with Windows, macOS, iOS/Android, and Office 365 in a fast-paced environment while delivering professional customer service to executive staff.

The role requires strong communication, incident management experience, and familiarity with remote access tools such as VPNs and Cisco AnyConnect. On-site support is required in the Washington, DC area.