VIP Desktop Support Technician (Tier I)

TekSynap Corporation; Washington, Northern (District of Columbia, KY); Hybrid; USD 56,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K

Life insurance

Short-term disability

Long-term disability

Vacation and holidays

Job summary

TekSynap Corporation in Washington, DC seeks a Tier I Support Technician – Mid to deliver advanced front-line IT support for staff, including VIP/executive users, and mentor junior technicians.

You will resolve complex service desk issues, manage incidents in ITSM, and collaborate with Tier II/III teams. On-site work with a day schedule, some evenings/weekends as contracts require; travel minimal. This role requires strong communication and discretion.

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 Tier I duties at an advanced proficiency level.
• Serve as primary service desk escalation point for high-visibility issues.
• Review ticket quality, monitor trends, and maintain Tier I knowledge articles.
• Mentor and provide technical guidance to junior technicians.
• Deliver exceptional customer service to staff and executive-level users.
• Support Windows, macOS, iOS, and Android across devices and environments.
• Apply strong analytical, troubleshooting, and problem-solving skills.
• Utilize ITSM systems for incident, change, and knowledge management.
• Collaborate across technical teams and communicate effectively with leadership.

Skills

Active Directory

Microsoft 365

VIP support

Windows

macOS

iOS

Android

VPN

ITSM

Executive support

Education

Related college degree

Job description

TekSynap Corporation in Washington, DC seeks a Tier I Support Technician – Mid to deliver advanced front-line IT support for staff, including VIP/executive users, and mentor junior technicians.

You will resolve complex service desk issues, manage incidents in ITSM, and collaborate with Tier II/III teams. On-site work with a day schedule, some evenings/weekends as contracts require; travel minimal. This role requires strong communication and discretion.