VIP Desktop Support Technician (Onsite)

Archer

Washington (District of Columbia)

On-site

USD 56,000 - 60,000

Full time

3 hours ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision care

401K

Life insurance

Short/long-term disability

Paid vacation and holidays

Job summary

TekSynap is seeking a Mid Tier I Support Technician to provide advanced front-line support and VIP customer service for a Washington, D.C. client.

You will mentor junior technicians and coordinate with Tier II/III teams to resolve complex issues, delivering timely, high-quality support for executive staff. The role requires strong ITSM proficiency and hands-on AD and Microsoft 365 administration, with on-site work in Washington, DC and occasional remote work as needed.

Qualifications

3-5 years providing technical support in IT service desk or call center environments.
Minimum of 5 years of hands-on administration of Active Directory.
Broad knowledge and experience in Microsoft 365 support (Exchange Online, SharePoint, Office apps).
Proficiency in supporting VPN, secure remote access, and remote management tools.
Advanced knowledge of enterprise mobility and device management.

Responsibilities

Perform all Tier I Junior duties at an advanced proficiency level.
Serve as the primary service desk escalation point, leading troubleshooting efforts for high-visibility and complex technical issues while coordinating with Tier II and Tier III teams to ensure timely resolution.
Review and analyze ticket quality, monitor support trends, recommend service improvements, and develop and maintain Tier I knowledge articles.
Mentor and provide technical guidance to junior technicians.
Deliver exceptional customer service to staff, management, and executive-level (VIP) users while maintaining established quality standards and service levels.
Advanced proficiency in all Tier I Junior competencies, including support and troubleshooting of Windows, macOS, iOS, and Android operating systems.
Advanced analytical, troubleshooting, and problem-solving skills.
High proficiency with IT Service Management (ITSM) systems for incident, change, and knowledge management.
Strong customer service, communication, collaboration, and interpersonal skills, with the professionalism to effectively support executive leadership and work across technical teams.