Service Desk Technician (Tier 2) Washington, DC

AAC; Washington, Northern (District of Columbia, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

AAC is seeking an IT Service Desk Contractor to provide frontline technical support for software, devices, and network connectivity. You will assist with Windows, macOS, iOS/Android, and Office 365 in a fast-paced environment while delivering professional customer service to executive staff.

The role requires strong communication, incident management experience, and familiarity with remote access tools such as VPNs and Cisco AnyConnect. On-site support is required in the Washington, DC area.

Qualifications

• One year minimum experience supporting macOS, remote access tools, VPN, and secure remote connectivity.
• Three years minimum experience in IT call center environments and AD administration.
• Experience with Microsoft 365 Pro Plus, SharePoint, and Exchange Online.
• Five years minimum experience with Windows, macOS, iOS, Android, and Office 365.
• Proficiency with incident, change, or knowledge management systems (e.g., Remedy).

Responsibilities

• Configure and troubleshoot COTS software/hardware including PCs, Macs, mobile devices, printers, and peripherals.
• Support Windows, macOS, iOS, and Android operating systems.
• Resolve issues across physical, network, and application layers using TCP/IP tools.
• Provide excellent customer service and professional communication with executives and management.
• Operate effectively in a fast-paced environment and meet deadlines.
• Demonstrate business and systems analysis to identify and resolve user issues.

Skills

Customer service

Communication

Technical support

Windows

macOS

Mobile devices

Active Directory

Office 365

PowerShell

Tools

JAMF

Apple Business Manager

Workspace ONE

Intune

Cisco AnyConnect

BMC Helix/Remedy

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.

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.