Service Desk Technician (SDT) – Senior

AHU Technologies Inc; Washington (District of Columbia); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible work from home options

Job summary

A technology services firm in Washington seeks a Senior Service Desk Technician. The role provides technical support for customers with Windows and iOS issues, ensuring resolution of service requests. Candidates must have at least five years of relevant experience and IT certifications, with a hybrid work option available.

Qualifications

• At least five (5) years of experience providing help desk support for Windows.
• At least five (5) years of experience providing help desk support for iOS devices.
• Experience configuring, imaging, and deploying Windows-based devices.

Responsibilities

• Respond to service requests and incidents reported via multiple channels.
• Provide tier 1 and tier 2 support for Windows and iOS devices.
• Configure and deploy IT assets including PCs and mobile devices.

Skills

Help desk support for Windows operating system

Help desk support for iOS devices

Configuring and deploying laptops and printers

Experience with ZenDesk, ServiceNow, or similar

ITIL v4 Foundation

CompTIA A+

Tools

ZenDesk

ServiceNow

Ivanti

BMC Helix

Job description

Overview

Short Description: Service Desk Technician – Senior

Hybrid position - will require on-site reporting to OCIO office

Complete Description:

The Service Desk Technician - Senior 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 and tier 2 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 and tier 2 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.

Required Experience

• At least five (5) 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 Windowsbased laptops, printers, and desktop assets;
• Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
• ITIL v4 Foundation
• CompTIA A+ certification

Preferred Experience

• At least five (5) years of experience in the following:
• Endpoint protection and management tools such as CiscoAMP, Absolute, or HP SureClick;
• IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.

Skills Matrix

• Experience providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management. Required 5 Years
• Experience providing help desk support for iOS devices, iOS-based applications, and iCloud account management. Required 5 Years
• Experience configuring, imaging, and deploying Windows based laptops, printers, and desktop assets. Required 5 Years
• Experience with workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix. Required 5 Years
• ITIL v4 Foundation. Required
• CompTIA A+. Required
• Experience with endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick; Desired
• Experience with IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix. Desired

Flexible work from home options available.