Service Desk Technician (Tier 1)

Aac-Inc; Washington (District of Columbia); On-site; USD 52,000 - 78,000; Full time

Job summary

Aac-Inc in Washington, DC is seeking an IT Service Desk Representative to support a dynamic IT environment with COTS software, Windows PCs, Macs, mobile devices, printers and multifunction devices. The role requires 3+ years in IT call center, AD administration, Windows 10 and Office 365, mobile OS support, and incident/change/knowledge management.

Experience with JAMF/ABM Workspace ONE Intune and Remedy/BMC Helix is a plus.

Qualifications

• Supports COTS software and hardware including PCs, Macs, mobile devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocols.
• Experience with IT call center environments and executive-facing communications.
• 3+ years experience in AD user and account administration; supporting Office 365 Pro Plus, SharePoint, and Exchange Online.

Responsibilities

• Configure and troubleshoot COTS software and hardware
• Support Windows, macOS, iOS, and Android environments
• Assist with AD user and account administration
• Support Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
• Utilize MDM tools (JAMF, ABM, Workspace ONE, Intune)
• Work with incident, change, or knowledge management systems (e.g., Remedy/BMC Helix)

Skills

COTS software/hardware support

Windows/macOS/iOS/Android

Active Directory

Office 365/Exchange/SharePoint

Mobile Device Management (MDM) tools

Tools

JAMF

Apple Business Manager

Workspace ONE

Intune

Job description

Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

General Responsibilites:

• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile
• devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems .
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools
• and protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions
• with executive-level staff and management.
• Ability to operate effectively in a fast-paced environment and meet tight deadlines .
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user ssues.

One (1) year minimum experience supporting:

• macos
• Remote access toots (e.g., Cisco AnyConnect)
• VPN and secure remote connectivity (RSA SecurlD experience preferred)

• Three (3) years minimum experience in:

• IT Call Center environments
• Active Directory user and account administration
• Supporting Microsoft Windows 10 and Office 365 applications
• Supporting mobile operating systems (iOS, Android)
• Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online

• Experience with Mobile Device Management (MOM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or lntune.

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))