Tier 1 Helpdesk Technician Washington, DC

AAC; Washington, Northern (District of Columbia, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

AAC is seeking a full-time on-site IT Help Desk professional in Washington, DC to be the first point of contact for incidents and service requests. The role involves documenting reports via phone, email, portal, chat, or in-person visits, and resolving issues related to hardware, software, and network configurations.

You will troubleshoot and log incidents using ITSM, communicate clearly with end users and technicians, and escalate when needed.

Qualifications

• 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.
• Experience supporting standard office computing equipment (PCs, laptops, tablets, printers), operating systems (Windows 10/11, macOS, iOS), O365, and standard business software applications.
• Experience with remote access tools, VPN and secure remote connectivity, and Active Directory.
• Experience in ITSM ticketing systems; Zendesk preferred.
• Ability to communicate orally and in writing; must have a positive, patient customer service attitude.

Responsibilities

• Serve as the initial point of contact and resolution for IT incidents and requests through multiple channels.
• Interface directly with end-users to provide hardware, software, and network problem resolution.
• Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM system.
• Escalate tickets to the appropriate support organization when the ticket cannot be resolved at the Service Desk.

Education

High school diploma or GED

AA or BS preferred

Tools

Zendesk

Active Directory

VPN

Remote access tools

Job 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.

This position requires full-time on-site support.

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.
• Requires experience supporting standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS), O365, standard business software applications, remote access tools, VPN and secure remote connectivity, Active Directory, and work on a service desk.
• ITSM ticketing system experience required, Zendesk experience is preferred.
• 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 obtain an agency public trust suitability determination prior to start date.
• Experience supporting a mid-sized Federal agency enterprise is a plus.
• Relevant certifications such as A+, HDI, ITIL 4, and MD-102 are preferred, but not required.