On-Site IT Support Technician — Desktop & Device Expert

Opensity Solutions

Washington, Northern (District of Columbia, KY)

Hybrid

USD 40,000 - 50,000

Full time

8 days ago

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Job summary

Opensity Solutions in Washington DC is seeking a motivated Desktop Support Technician to join our IT team. This role provides first and second tier support, troubleshoots hardware and software issues, manages IT inventory, and ensures smooth new hire setups across three client offices.

The ideal candidate has ServiceNow ITSM experience, strong customer service, and a detail‑oriented approach while meeting SLAs.

Qualifications

2+ years in Desktop Support or IT Help Desk in an on-site role.
Basic understanding of Windows and macOS, Office 365, VPN, and remote troubleshooting tools.
2+ years of Mac OS support (laptops, tablets, mobile devices).
Experience with Jamf, Apple Business Manager and Apple remote device support.
Experience with inventory control and IT asset management.
Proficiency with ServiceNow ITSM or similar ticketing system.
Strong SLA adherence and ability to prioritize tasks.
Excellent communication and customer service skills.

Responsibilities

Provide first-level support for desktops, laptops, and peripherals for onsite users.
Provide second-level escalation support for remote and out-of-region users.
Troubleshoot hardware, software, and network issues; resolve in a timely manner.
Log, track, and manage tickets in ServiceNow ITSM; ensure documentation.
Create and update user and internal documentation.
Maintain inventory controls and asset management processes.
Travel to and support three client locations as needed.