Service Desk Technician II (Remote Support & Troubleshooting)

Covestic; Washington (District of Columbia); On-site; USD 45,000 - 65,000; Full time

Job summary

Covestic in Washington, DC is seeking a hands-on Help Desk Technician to support PC and Mac environments. You will troubleshoot connectivity, manage password resets, and assist remote users across chat, ticket, and phone channels.

The ideal candidate has 2+ years in a helpdesk role, strong interpersonal skills, and experience with Outlook, Windows OS, Exchange, and AD. Join a fast-paced team that values problem solving and customer service.

Qualifications

• HS Diploma or GED required.
• 2+ years in a helpdesk role or similar.
• Strong interpersonal communication with empathy.
• Proficient in Microsoft Outlook (Windows & Mac) and Outlook Web Access, with experience resolving complex problems.
• Experience with Windows OS in an enterprise environment.
• Experience with Microsoft Exchange, including Groups and permissions.
• Knowledge of Windows troubleshooting, registry issues, and performance problems.
• Experience resolving secure network access problems using Juniper Networks or Cisco solutions.
• Familiarity with video collaboration tools (Zoom, WebEx).
• Knowledge of Active Directory basics.

Responsibilities

• Troubleshoot client-side network connectivity issues and authentication.
• Support users via chat, ticket, and phone with timely resolutions.
• Assist remote users with access problems and password resets.
• Support messaging, calendaring, and content collaboration tools.
• Support iOS and Android devices in enterprise environments.
• Lead in ticket processes and coach other technicians when needed.
• Attend weekly team syncs and drive actionable discussions.
• Seek feedback to optimize support workflows and user satisfaction.

Skills

Interpersonal communication

Empathy

Outlook (Windows/Mac)

Windows OS

Remote support

Network troubleshooting

Chat/Phone support

Team collaboration

Problem solving

Remote access solutions (Juniper/Cisco

Education

HS Diploma or GED

2+ years experience

Tools

Active Directory

Microsoft Exchange

Outlook

Zoom/WebEx

Job description

Covestic in Washington, DC is seeking a hands-on Help Desk Technician to support PC and Mac environments. You will troubleshoot connectivity, manage password resets, and assist remote users across chat, ticket, and phone channels.

The ideal candidate has 2+ years in a helpdesk role, strong interpersonal skills, and experience with Outlook, Windows OS, Exchange, and AD. Join a fast-paced team that values problem solving and customer service.