IT Support / IT Helpdesk /IT Technician

Astreya; Washington, Baltimore (District of Columbia, MD); On-site; USD 42,000 - 66,000; Full time

Job summary

Astreya is seeking an Onsite IT Support Technician in Washington, DC to deliver end-user support, handle imaging and deployments, and ensure room readiness and AV functionality.

You will assist with ticket management in ITSM tools, label and track assets, perform basic hardware diagnostics, and escalate issues per protocol, while maintaining documentation and customer-focused service.

Candidates should have a HS diploma with IT coursework or entry-level certs (CompTIA A+ or Google IT Support).

Qualifications

• HS diploma or GED required.
• Enrollment in IT-related coursework or vocational training preferred.
• CompTIA A+ or similar entry-level credential preferred.
• Knowledge of Windows 10/11, macOS, and basic Linux environments is desirable.

Responsibilities

• Provide onsite and remote IT support for desktops, laptops, peripherals, and mobile devices.
• Troubleshoot and resolve common hardware and software issues to restore services quickly.
• Manage tickets in ITSM tools and escalate when needed.
• Assist with workstation deployments, device imaging, and asset tagging.
• Support AV/conference room tech and room readiness for meetings and events.
• Maintain SOPs and document resolutions and asset updates.

Skills

Customer service

Communication

Time management

Teamwork

Problem solving

Education

High School Diploma or GED

IT coursework or vocational training

Tools

ServiceNow

Jira

SCCM

JAMF

MDT

Job description

• Respond to IT service tickets using documented procedures and supervision
• Assist with workstation setups and peripheral connections
• Perform basic AV checks and room readiness tasks
• Support imaging and deployments under direction
• Follow proper inventory handling, tagging, and tracking
• Escalate unresolved issues appropriately
• Adhere to safety protocols and client-specific guidelines

Essential Duties and Responsibilities (All Levels):

End-User Support

• Provide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices.
• Troubleshoot and resolve common hardware and software issues.
• Deliver a high-quality, customer-focused service experience in a timely manner.

Ticket Management

• Receive, document, and close support requests in ITSM tools (e.g., ServiceNow).
• Prioritize tickets based on urgency and impact.
• Escalate complex or unresolved issues following defined protocols.

Hardware Deployment & Recovery

• Assist with or independently perform workstation deployments, device imaging, and equipment setup.
• Support device recovery, re-imaging, and e-waste processes according to lifecycle guidelines.
• Ensure accurate labeling, tagging, and asset tracking for all deployed equipment.

Inventory & Asset Management

• Maintain and reconcile inventory of IT equipment and accessories at assigned site.
• Use asset tracking systems to manage device records, check-ins/outs, and stock levels.
• Participate in regular audits and support logistics for shipping/receiving hardware.

AV & Conference Room Support

• Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras).
• Set up and tear down conference room tech for meetings or events.
• Support room readiness, monitor usage, and report or resolve AV issues.

Documentation & Process Compliance

• Follow documented processes and standard operating procedures (SOPs) for all support tasks.
• Maintain clear and concise documentation for resolutions, escalations, and asset updates.
• Adhere to Astreya and client-specific protocols, including change and incident management.

Customer Service & Communication

• Serve as a visible, approachable point of contact for IT-related issues at the site.
• Communicate effectively with users to understand issues and set clear service expectations.
• Represent Astreya’s service commitment with professionalism and courtesy.

Education and/or Work Experience Requirements:

Level I

• Required: High School Diploma or GED
• Preferred: Enrollment in IT-related coursework or vocational training
• Certifications (plus): CompTIA A+ Google IT Support Certificate or similar entry-level credential

Certifications

• CompTIA A+ and/or Network+
• ITIL Foundation
• AVIXA CTS (for AV specialization track)
• JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization)

Technical:

• Knowledge of Windows 10/11, macOS, and basic Linux environments
• Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals
• Familiarity with mobile device platforms (iOS, Android) and basic MDM concepts
• Understanding of AV/VC systems (Zoom, Meet, Webex) and conference room technology
• Basic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)
• Proficiency with ITSM/ticketing platforms (e.g., ServiceNow, Jira)
• Ability to image and deploy devices using tools like SCCM, JAMF, or MDT
• Experience with inventory and asset tracking tools for lifecycle management
• Awareness of IT security best practices and safe handling of equipment
• Ability to follow standard operating procedures (SOPs) and technical documentation

Soft Skills:

• Strong verbal and written communication skills for working with end users
• Excellent customer service orientation and active listening
• Effective time management and ability to prioritize multiple tasks
• Strong problem-solving and analytical thinking in fast-paced environments
• Ability to collaborate with teammates and cross-functional teams
• High level of professionalism, reliability, and accountability
• Adaptability to changing technologies, priorities, and client environments
• Self-motivated with the ability to take initiative and follow through