On-Site Tier 1 Helpdesk Technician - IT Support

AAC; Washington, Northern (District of Columbia, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

AAC is seeking a full-time on-site IT Help Desk professional in Washington, DC to be the first point of contact for incidents and service requests. The role involves documenting reports via phone, email, portal, chat, or in-person visits, and resolving issues related to hardware, software, and network configurations.

You will troubleshoot and log incidents using ITSM, communicate clearly with end users and technicians, and escalate when needed.

Qualifications

• Requires a high school diploma/GED and a minimum of three years of experience.
• Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Experience supporting standard office computing equipment (PCs, laptops, tablets, printers), operating systems (Windows 10/11, macOS, iOS), O365, and standard business software applications.
• Experience with remote access tools, VPN and secure remote connectivity, and Active Directory.
• Experience in ITSM ticketing systems; Zendesk preferred.
• Ability to communicate orally and in writing; must have a positive, patient customer service attitude.

Responsibilities

• Serve as the initial point of contact and resolution for IT incidents and requests through multiple channels.
• Interface directly with end-users to provide hardware, software, and network problem resolution.
• Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM system.
• Escalate tickets to the appropriate support organization when the ticket cannot be resolved at the Service Desk.

Education

High school diploma or GED

AA or BS preferred

Tools

Zendesk

Active Directory

VPN

Remote access tools

Job description

AAC is seeking a full-time on-site IT Help Desk professional in Washington, DC to be the first point of contact for incidents and service requests. The role involves documenting reports via phone, email, portal, chat, or in-person visits, and resolving issues related to hardware, software, and network configurations.

You will troubleshoot and log incidents using ITSM, communicate clearly with end users and technicians, and escalate when needed.