Service Desk Technician (Tier 2)

Aac-Inc; Washington (District of Columbia); On-site; USD 60,000 - 90,000; Full time

Job summary

Aac-Inc is seeking an IT Support professional in Washington, DC to configure and troubleshoot software and hardware across PCs, Macs, and mobile devices. The role requires strong customer service skills, and experience with Windows, macOS, iOS, and Android, plus knowledge of VPN and remote connectivity.

The ideal candidate will have extensive experience in IT call centers, AD administration, and Microsoft 365 services, with familiarity with MDM tools like JAMF, ABM, Workspace ONE, or Intune, and

Qualifications

• Minimum one year experience supporting macOS and remote access tools.
• Experience with VPN and secure remote connectivity.
• Three years minimum in IT call center environments and Active Directory user/account administration.
• Experience with Microsoft 365 Pro Plus, SharePoint, and Exchange Online.
• Five years minimum experience with Windows, macOS, iOS, and Android operating systems.

Responsibilities

• 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 issues.

Skills

Excellent customer service

Professional demeanor

Configure & troubleshoot COTS software

Tools

JAMF

Apple Business Manager (ABM)

Workspace ONE

Intune

PowerShell

Power BI

Job description

All minimum requirements are required and must be stated in resume for eligibility and consideration.

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))
• Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operatingsystems.
• Five (5) years of Active Directory user and account administration.
• Five (5) years of experience supporting Microsoft Windows and Office 365 applications.
• Three (3) years of experience supporting clients using remote access software.
• Three (3) years of experience supporting remote connectivity (VPN).
• Ability to lift up to 50 pounds of equipment as needed for on-site hardware support.
• Tier 3 contractors shall also have advanced PowerShell and Power Bl skills.