Service Desk Technician (Tier 1) in Washington

Energy Jobline ZR; Washington; On-site; USD 52,000 - 76,000; Full time

Job summary

AAC Inc. is seeking an IT Service Desk professional to act as the initial contact for incidents and requests. You will document reports, interface with end-users to resolve hardware, software, and network problems, and communicate clearly across channels.

The role requires experience with Windows, macOS, iOS, Android, Office 365, VPN, AD, and ITSM systems. MDm tools like JAMF/Intune are part of the daily toolkit, with a focus on timely resolution and customer satisfaction.

Qualifications

• Requires a high school diploma/GED and minimum 3 years of experience.
• Experience supporting standard office computing equipment (PCs, laptops, tablets, mobile devices, printers) and OS (Windows 10/11, macOS, iOS, Android).
• Familiar with Active Directory, VPN, remote access, and ITSM ticketing systems (BMC Helix preferred).
• MDM tools such as JAMF, ABM, Workspace ONE, or Intune required.

Responsibilities

• Serve as first point of contact for IT incidents and requests via phone, email, self-service, or in-person.
• Troubleshoot, document, track, and resolve incidents using ITSM processes.
• Escalate unresolved tickets to appropriate support teams as needed.
• Communicate clearly with end users and technicians and provide timely updates.

Skills

IT Help Desk

Customer Service

Technical Troubleshooting

Windows/macOS/iOS/Android</name>

Education

High School diploma or GED

AA or BS degree preferred

Tools

JAMF

Apple Business Manager (ABM)

Workspace ONE

Intune

BMC Helix

RSA SecurID

Job description

Job DescriptionJob Description

Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.

Required Experience

• Requires a high school diploma/GED and a minimum of three years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Required experience includes support of standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID), Active Directory, and work on a service desk.
• Must have experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Must have foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
• ITSM ticketing system experience required, BMC Helix experience is .
• Ability to communicate orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team in a fast-paced environment.
• Must be able to attain agency suitability clearance prior to start date.
• Experience supporting a mid-sized Federal agency enterprise is a plus.
• Relevant certifications such as A+, HDI, ITIL 4, and M365 are , but not required.

Company Description

AAC Inc. is a veteran owned company and was founded in 1983 in Vienna, VA. AAC Inc has 100 total employees at client sites across the U.S.. Since 1983, AAC has assisted our customers to transform and modernize their enterprise architecture, processes, applications, and infrastructure, with the focus on Cloud, Cyber, Enterprise IT, Systems Engineering and United Communication Services. Our mission remains to provide innovative and cost-effective technology-based solutions to meet our customer’s mission and business requirements. Our ability to deliver across the full scope of requirements, both operationally and strategically has set us apart from our competitors as we are able to balance risk against the right solutions.