On-Site IT Helpdesk Technician: End-User Support

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

Job summary

Aac-Inc is seeking an IT Help Desk Technician to serve as the first point of contact for incident reporting and requests at our Washington, DC site. You will document issues, provide hardware, software, and network problem resolution, and communicate clearly with end users and technicians.

The role requires on-site, full-time work, strong written and verbal communication, and the ability to troubleshoot across Windows, macOS, iOS, and Office 365.

Qualifications

• High school diploma or GED is required.
• Three years of IT help desk experience.
• AA or BS degree preferred.
• Experience with Windows 10/11, macOS, and iOS.
• Familiarity with ITSM ticketing systems.
• Strong written and verbal communication.

Responsibilities

• Serve as initial point of contact for incidents and requests via multiple channels.
• Troubleshoot and resolve issues and document in ITSM.
• Escalate unresolved tickets to the appropriate support teams.
• Maintain professional communication with end users and technicians.
• Document hardware, software, and network configurations.

Skills

IT helpdesk experience

Customer service

Communication skills

Teamwork

Independent work

Education

High school diploma or GED

AA or BS preferred

Tools

Zendesk

Active Directory

Office 365

VPN

Remote access tools

Job description

Aac-Inc is seeking an IT Help Desk Technician to serve as the first point of contact for incident reporting and requests at our Washington, DC site. You will document issues, provide hardware, software, and network problem resolution, and communicate clearly with end users and technicians.

The role requires on-site, full-time work, strong written and verbal communication, and the ability to troubleshoot across Windows, macOS, iOS, and Office 365.