IT Support Technician

Reach Media LLC; Washington (District of Columbia); On-site; USD 65,000 - 98,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Vision insurance

Job summary

Reach Media LLC is seeking an IT Help Desk Technician to provide first- and second-line support for end users across corporate and broadcast environments in Washington, DC. The role focuses on reliable IT services, incident resolution, and user satisfaction, with rotating shifts including nights and weekends.

You will work with Windows and Microsoft 365, assist with onboarding/access changes, and collaborate with IT Engineers and external vendors to maintain service levels.

Qualifications

• Bachelor's degree preferred or equivalent experience.
• Experience in IT support or help desk environments.
• Familiarity with Windows OS and Microsoft 365.
• Exposure to networking basics and cybersecurity best practices.
• Certifications such as Microsoft Fundamentals, CompTIA ITF+ or A+ are a plus.

Responsibilities

• Serve as first/second point of contact for IT incidents and service requests.
• Provide 1st line desktop, laptop, mobile and application support.
• Log and manage tickets through resolution and SLAs.
• Assist with onboarding and access changes for users.
• Support asset provisioning and decommissioning of IT equipment.
• Maintain asset records and assist with routine system checks.

Skills

Customer service

Troubleshooting

Communication skills

Organizational skills

Willingness to learn

Education

Bachelor's degree preferred

Industry certifications welcomed

Tools

Microsoft Windows

Microsoft 365

Ticketing systems

Remote support software

Asset management systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Salary Range: $65,000.00 To $97,692.00 Annually

The IT Help Desk Technician is responsible for providing first-line and second-line support to end users across corporate and technology environments, ensuring reliable, secure and efficient day-to-day operation of IT services. This role is the primary point of contact for users, delivering a high-quality support experience while maintaining service availability and protecting the integrity of IT systems.

Working as part of the Help Desk function, the role supports the wider IT Engineering and Infrastructure teams by resolving incidents, fulfilling service requests, escalating issues appropriately and contributing to continuous service improvement. The IT Help Desk Technician plays a key role in maintaining user confidence in IT services and enabling the business to operate effectively.

Job Responsibilities

• Act as the first point of contact for IT incidents, service requests and user enquiries via the service desk, email, phone and face to face support.
• Provide effective 1st line support across corporate IT systems, endpoints and applications, resolving issues promptly where possible.
• Perform basic 2nd line troubleshooting for desktop, laptop, mobile, peripheral and application issues, escalating complex incidents to senior engineers where required.
• Deliver deskside and remote support to users across office, studio and operational environments.
• Log, manage and own tickets through to resolution, ensuring accurate updates, clear communication and adherence to agreed service levels.
• Support user account administration tasks including onboarding, offboarding and access changes under defined procedures.
• Assist with device provisioning, builds, configuration, deployment and decommissioning of IT equipment.
• Maintain accurate asset records, ensuring all IT and broadcast related equipment is correctly tracked and audited.
• Support routine system checks, monitoring activities and proactive maintenance tasks as directed.
• Follow defined incident, problem and change management processes, contributing information and evidence where required.
• Escalate security related incidents or suspicious activity promptly in line with cybersecurity policies.
• Maintain and contribute to support documentation, knowledge articles and standard operating procedures.
• Work collaboratively with IT Engineers, Broadcast IT Infrastructure and third party suppliers to support service delivery.
• Demonstrate a strong customer service mindset, ensuring users feel supported and always informed.
• Participate in rotating scheduled shifts including, nights, weekends and holidays as required.
• Carry out other duties appropriate to the role to support effective IT service operation.
• 1-3 years of experience in an IT support or help desk role, or equivalent demonstrable practical experience.
• Experience working in an IT support or help desk role, or demonstrable practical experience providing technical support to users.
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Basic understanding of Azure, Entra, Intune and other Microsoft management services and endpoint configuration.
• Strong troubleshooting skills with the ability to assess, prioritize and resolve user issues effectively.
• Familiarity with IT service management concepts such as incident, request and escalation handling.
• Strong communication skills with the ability to explain technical issues clearly to non technical users.
• Customer focused, professional and approachable demeanor.
• Organized, reliable and able to manage multiple tasks while meeting service level expectations.
• Willingness to learn, develop technical skills and progress within an IT support or engineering career path.

Education & Experience:

• Experience supporting devices and users in a broadcast, media or 24/7 operational environment.
• Exposure to tools such as ticketing systems, remote support software and asset management systems.
• Basic knowledge of networking concepts (e.g. TCP/IP, DNS, DHCP).
• Awareness of cybersecurity best practices and safe computing behaviors.
• Relevant entry level certifications (e.g. Microsoft Fundamentals, CompTIA ITF+ or A+, CCNA, CCNP).
• Bachelor's degree in Computer Science, Software Engineering, or related field preferred; or equivalent experience via industry certifications or hands-on professional experience.
• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 3 years (Required)
• Customer support: 1 year (Required)
• IT support: 1 year (Required)

Language:

• CNNA/CNNP (Preferred)
• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

License/Certification:

• CNNA/CNNP (Preferred)
• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Ability to Commute:

• Washington, DC 20005 (Required)

Ability to Relocate:

• Washington, DC 20005: Relocate before starting work (Required)