Tier 1 Service Desk Technician

Ignite IT; Washington (District of Columbia); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

401(k) with matching

Health insurance

Paid time off

Professional development assistance

Job summary

A technology support company is seeking a reliable Junior Service Desk Technician to provide first-line technical support in Washington D.C. This entry-level role involves assisting users with hardware and software issues, with a focus on customer service. Candidates should have 1-3 years of experience and strong problem-solving skills. The position is 100% on-site and offers various benefits including health and dental insurance, along with professional development assistance.

Qualifications

• 1-3 years of experience in a technical support or help desk role.
• Basic knowledge of Windows 10/11 and Microsoft Office Suite.
• Strong communication and interpersonal skills.

Responsibilities

• Serve as the initial point of contact for IT support requests.
• Diagnose and resolve basic technical issues.
• Document all support interactions in the ticketing system.

Skills

Strong communication

Problem-solving

Time management

Education

Bachelor’s degree in Computer Science or IT

Tools

ServiceNow

Windows 10/11

macOS

Microsoft Office Suite

Job description

Ignite IT is seeking a reliable and customer-focused Junior Service Desk Technician (Tier 1) to join our IT support team. This entry‑line role provides first‑line technical support to end‑users, assisting with hardware, software, network, and other IT‑related issues. The ideal candidate will have 1‑3 years of experience, strong communication skills, a basic understanding of IT systems, and a passion for problem‑solving in a fast‑paced environment.

Key Responsibilities

• Serve as the initial point of contact for all IT support requests via phone, email, chat, or ticketing system
• Diagnose and resolve basic technical issues related to hardware, software, network connectivity, printers, and mobile devices
• Escalate complex or unresolved incidents to Tier 2 or appropriate support teams per escalation protocols
• Document all support interactions in the ticketing system with clear, accurate, and timely updates
• Assist in user account creation, password resets, and access management in Active Directory and other platforms
• Help end users with troubleshooting VPN connections such as Zscaler
• Follow standard operating procedures for common support requests and troubleshooting
• Share new issues and solutions in the knowledge base to support team learning
• Provide excellent customer service by maintaining a professional and empathetic approach in all interactions
• Participate in team meetings, training sessions, and knowledge sharing to improve skills and service delivery

Requirements

• Bachelor’s degree or equivalent experience (Computer Science, IT, or related field preferred)
• 1‑3 years of experience in a technical support or help desk role
• Basic knowledge of Windows 10/11 and/or macOS, Microsoft Office Suite, and general IT hardware
• Familiarity with ServiceNow or other ticketing systems
• Strong communication, problem‑solving, and interpersonal skills
• Ability to prioritize and manage time effectively in a dynamic environment

Preferred Qualifications

• CompTIA A+, ITIL Foundations, or other relevant IT certifications
• Experience supporting remote users or working in a multi‑location organization
• Exposure to Active Directory, Office 365, VPN, and remote desktop tools
• Basic knowledge of ITIL, ITSM frameworks, or MSP environments
• Familiarity with Microsoft Intune, Azure Portal, or Entra ID

Work Environment

• May require occasional work outside normal business hours, including weekends or holidays, to support critical incidents or projects
• Position is 100% on‑site

Benefits

• 401(k) with matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance