Senior Desktop Support Technician

AHU Technologies; Washington (District of Columbia); On-site; USD 45,000 - 70,000; Full time

Job summary

AHU Technologies is seeking a Help Desk Technician to provide first‑line IT support for District government employees, ensuring timely resolution and strong customer service. The role covers hardware and software troubleshooting, device management, and escalation to specialized teams as needed.

The position emphasizes quick issue resolution, clear communication, and maintaining reliable access to technology services to support the District’s mission.

Qualifications

• High school diploma or equivalent; associate degree or technical certification preferred.
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.
• Familiarity with Active Directory, ServiceNow ticketing systems, and remote support tools.

Responsibilities

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise apps.
• Assist with password resets, account unlocks, and identity management.
• Diagnose and resolve hardware failures, software errors, and configuration issues.

Skills

Windows 11

Microsoft 365

Active Directory

ServiceNow

Remote support tools

Customer service

Troubleshooting

VPN

Networking basics

Education

High school diploma

Associate degree or technical certification

Tools

Ticketing systems

Remote support tools

Device imaging

Job description

Job Description

Short Description

Provides first‑line tech support for District employees, ensuring quick IT issue resolution and strong customer service. Maintains reliable access to technology, troubleshoots hardware and software, and escalates complex problems as needed

Complete Description

Employment type: W2/1099/C2C

Position Summary

The Help Desk Technician provides first‑line technical support to District government employees, ensuring timely resolution of IT issues and exceptional customer service. This role supports District’s mission by maintaining reliable access to technology services, troubleshooting hardware and software problems, and escalating complex issues to the appropriate teams.

Key Responsibilities

Technical Support & Troubleshooting

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
• Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.
• Diagnose and resolve hardware failures, software errors, and configuration issues.

Customer Service & Communication

• Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk‑ins.
• Deliver clear, courteous, and professional communication to end users.
• Document all support interactions, resolutions, and follow‑up actions in the ticketing system.
• Provide guidance and training to users on basic technology functions and best practices.

System & Device Management

• Install, configure, and update software and operating systems on end‑user devices.
• Support device imaging, deployment, and lifecycle management.
• Maintain inventory of IT equipment, ensuring accurate tracking and documentation.

Escalation & Collaboration

• Escalate complex or unresolved issues to specialized teams (network, security, server, or application support).
• Collaborate with other IT staff to identify recurring issues and recommend improvements.
• Participate in incident response efforts when needed, including outages or critical system disruptions.

Security & Compliance

• Ensure all devices and systems comply with District security policies.
• Support patching, antivirus updates, and security configurations on end‑user devices.
• Report potential security incidents or vulnerabilities to the appropriate teams.

Required Qualifications

• High school diploma or equivalent; associate degree or technical certification preferred.
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as
• Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.
• Ability to troubleshoot hardware, software, and network issues.
• Excellent communication, customer service, and problem‑solving skills.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.
• Experience supporting government or large enterprise environments.
• Knowledge of ITIL practices and service management principles.

Key Competencies

• Strong customer‑service orientation.
• Ability to work independently and as part of a team.
• Patience, professionalism, and attention to detail.
• Ability to manage multiple tasks in a fast‑paced environment.

CONTRACT JOB DESCRIPTION

Responsibilities

• 1. Responds to and diagnoses problems through discussion with users.
• 2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow‑up steps.
• 3. Supervises operation of help desk and serves as focal point for customer concerns.
• 4. Provides support to end users on a variety of issues.
• 5. Identifies, researches, and resolves technical problems.
• 6. Responds to telephone calls, emails, and personnel requests for technical support.
• 7. Documents, tracks, and monitors the problem to ensure a timely resolution.
• 8. Provides second‑tier support to end users for either PC, server, or mainframe applications or hardware.
• 9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• 10. Simulates or recreates user problems to resolve operating difficulties.
• 11. Recommends systems modifications to reduce user problems.

Skills

• · Bachelor’s degree in IT or related field or equivalent experience. Highly desired 20 Years
• · 16+ yrs. diagnosing and resolving end user computer/computer peripherals problems. Required 16 Years
• · 16+ yrs. providing second‑tier support to end users, server, or mainframe apps/hardware. Required 16 Years
• · 16+ yrs. documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems. Highly desired 16 Years.
• · Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications. Required 10 Years
• · Install, configure, and update software and operating systems on end user devices. Required 16 Years
• · Familiarity with Active Directory, Service Now ticketing systems, and remote support tools. Required 16 Years
• · Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications. Required 10 Years
• · Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools. Required 16 Years
• · Diagnose and resolve hardware failures, software errors, and configuration issues.
• · Required 16 Years
• · Deliver clear, courteous, and professional communication to end users. Required 16 Years
• · Install, configure, and update software and operating systems on end user devices Required 16 Years
• · Document all support interactions, resolutions, and follow up actions in the ticketing system. Required 16 Years
• · Provide guidance and training to users on basic technology functions and best practices. Required 16 Years