On-Site Help Desk Technician — Tier 2 IT Support (DC)

Dexian; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Job summary

Dexian, based in Washington, DC, is seeking a Help Desk Analyst to provide Tier 2 IT support at headquarters and country offices. The role covers desk-side and remote assistance, training, and provisioning of standard equipment, with a focus on timely ticket Resolution.

The candidate should have a Bachelor's degree or an Associate with significant experience, plus industry certifications such as A+ or CompTIA. On-site work in downtown Washington, DC is required.

Qualifications

• Bachelor's degree in Computer Science, Electronics and Communication Engineering, Information Systems Management, or a related field, plus at least three years of relevant experience; or Associate degree plus at least five years of relevant experience.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Industry certification such as A+.

Responsibilities

• Provide technical support for desktops, laptops with docking stations, and mobile devices.
• Troubleshoot standard hardware and software issues, including viruses, login problems, and connectivity challenges.
• Respond to help requests, diagnose issues, apply resolutions, and identify additional resources when needed.
• Complete tickets within established service-level targets, including a 90% response goal and a 95% resolution goal.
• Meet applicable quality management performance indicators.
• Support meetings and presentations, including video conferences, in-room systems, and virtual and hybrid meetings.
• Assist users with standard productivity and collaboration applications, including email, file storage, and communication tools.
• Follow administrative guidelines for high-quality IT support, including asset management activities.
• Troubleshoot organization-owned and personal iOS and Android mobile devices connected to the organization's corporate email infrastructure.
• Provide IT client training, outreach, configuration, and provisioning support as needed.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Teamwork

Education

Bachelor's degree in Computer Science or related field

Associate degree + 5 years relevant experience

A+ certification

CompTIA certification

Job description

Dexian, based in Washington, DC, is seeking a Help Desk Analyst to provide Tier 2 IT support at headquarters and country offices. The role covers desk-side and remote assistance, training, and provisioning of standard equipment, with a focus on timely ticket Resolution.

The candidate should have a Bachelor's degree or an Associate with significant experience, plus industry certifications such as A+ or CompTIA. On-site work in downtown Washington, DC is required.