Service Desk Technician

ZipRecruiter; Washington (District of Columbia); Hybrid; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician - Journeyman to provide exceptional technical support. This role involves troubleshooting hardware and software issues, managing service requests, and ensuring all incidents are resolved efficiently. The ideal candidate will have a strong background in Windows and iOS support, along with experience in configuring and deploying IT assets. With flexible work-from-home options, this position offers a great opportunity to join a dynamic team and make a meaningful impact in a supportive environment.

Qualifications

• 3+ years of help desk support for Windows and iOS systems.
• Experience with configuring and deploying IT assets.
• CompTIA A+ certification is required.

Responsibilities

• Provide tier 1 support for Windows and iOS-based applications.
• Manage service requests and incidents via ticketing system.
• Configure and deploy PCs, laptops, and other IT assets.

Skills

Help Desk Support for Windows OS

Help Desk Support for iOS Devices

Configuring and Deploying Windows Laptops

Workflow Management Applications

CompTIA A+ Certification

Endpoint Protection Tools

IT Asset Management Tools

Tools

ZenDesk

ServiceNow

Ivanti

BMC Helix

Cisco AMP

Oomnitza

Job description

Job DescriptionJob DescriptionJob Description:
Short Description: Service Desk Technician - Journeyman

Complete Description:
The Service Desk Technician - Journeyman provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the Client and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.
Duties & Responsibilities:
Respond to service requests and service incidents reported by Client staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.
Ability to provide tier 1 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.
Ability to provide tier 1 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
Interact with network team and application development teams to restore services and/or identify and correct issues.
Simulate or re-create user problems to resolve incidents.
Recommend system modifications to reduce user problems and service incidents.

Qualifications
Required Experience: At least three (3) years of experience in the following:
Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;
Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets;
Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
CompTIA A+ certified
Experience: At least three (3) years of experience in the following:
Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick;
IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.

Skills:
Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management; Required 3 Years
Providing help desk support for iOS devices, iOS-based applications, and iCloud account management. Required 3 Years
Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets. Required 3 Years
Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix. Required 3 Years
CompTIA A+ certified. Required
Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick. Highly desired 3 Years
IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix. Highly desired 3 Years

Flexible work from home options available.