Service Desk Technician

AHU Technologies Inc; Washington (District of Columbia); Hybrid; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician L2 to provide exceptional support to clients in a hybrid work environment. This role involves responding to service requests, managing incidents effectively, and ensuring a seamless user experience across Windows and iOS platforms. You will configure and deploy IT assets while collaborating with network and application teams to resolve issues. If you are passionate about technology and thrive in a dynamic setting, this opportunity is perfect for you. Join a forward-thinking organization that values your contributions and offers flexible work-from-home options.

Benefits

Flexible work from home options

Qualifications

• 3+ years of help desk support for Windows and iOS devices.
• CompTIA A+ certification is required for technical support.

Responsibilities

• Respond to service requests and manage tickets to resolution.
• Provide tier 1 support for Windows and iOS environments.

Skills

Help Desk Support

Windows Operating System

iOS Device Support

Active Directory Management

Workflow Management Applications

Endpoint Protection Tools

IT Asset Management

CompTIA A+ Certification

Tools

Microsoft SQL Management Studio

Oracle SQL Developer

ZenDesk

ServiceNow

Ivanti

BMC Helix

Job description

Role: Service Desk Technician L2

Client: DC government
Location: Washington, D.C. (Hybrid)

Job Description:

Duties & Responsibilities:

1. Respond to service requests and service incidents reported by OCFO 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.
2. 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.
3. Provide tier 1 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
4. Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
5. Interact with network team and application development teams to restore services and/or identify and correct issues.
6. Simulate or re-create user problems to resolve incidents.
7. Recommend system modifications to reduce user problems and service incidents.

Qualifications:

At least three (3) years of experience in the following:

1. Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;
2. Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
3. Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets;
4. Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.

Preferred Experience:

At least three (3) years of experience in the following:

1. Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick;
2. IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.

Technical Skills:

CompTIA A+ certification for technical support.

Experience:

1. Microsoft SQL Management Studio and Oracle SQL developer: 3 years (Preferred)
2. Workflow management - ZenDesk, ServiceNow, Ivanti, BMC: 3 years (Preferred)
3. Endpoint protection and management tools: 3 years (Preferred)
4. Cisco AMP, Absolute, or HP SureClick: 3 years (Preferred)
5. IT asset management: 3 years (Preferred)
6. Tracking tools - Oomnitza, ServiceNow, Ivanti, or BMC Helix: 3 years (Preferred)
7. CompTIA A+ certification: 1 year (Preferred)
8. Providing help desk support for Windows operating system: 3 years (Preferred)
9. Windows-based apps and databases, and AD account management: 3 years (Preferred)
10. Providing help desk support for iOS devices, applications: 3 years (Preferred)
11. iCloud account management: 3 years (Preferred)
12. Configuring, imaging, deploying Windows based laptops, printers: 3 years (Preferred)

Flexible work from home options available.