Desktop Support Technician I - Junior

TekSynap•Washington, DC

13h•Onsite

About The Position

As a Tier I Junior Support Technician, you will provide high-quality front-line technical assistance to users across the client’s environment, supporting COTS applications, Windows and macOS systems, mobile devices, printers, and peripherals in a fast-paced service desk setting. This role focuses on routine issue resolution and escalation of more complex cases in a timely and quality manner. You will need to exhibit exceptional customer-handling skills, with a razor focus on customer satisfaction, and with the requisite white-glove VIP attention to timeliness, professional demeanor, and discretion.

Requirements

Working knowledge of Windows, macOS, iOS, and Android operating systems, Microsoft Windows 11, Microsoft 365, networking fundamentals (including TCP/IP), Active Directory, remote support tools (such as BeyondTrust/Bomgar), and VPN connectivity solutions.
Ability to work independently while effectively supporting and collaborating with senior IT technicians and management.
1 year of experience supporting macOS.
1 year experience with remote access tools and secure remote connectivity.
3 years’ experience in: IT Call Center environments
Active Directory user/account administration
Supporting Microsoft Windows 11 and Microsoft 365
Supporting mobile operating systems (iOS, Android)
Entry level knowledge or experience of enterprise mobility and device management
Min. 3-5 years combined experience using ITSM platforms (e.g., BMC Helix/Remedy) is preferred, but junior-level staff may meet this through a combination of training and practical exposure.
U.S. Citizenship
Background Check

Nice To Haves

Experience with Mobile Device Management (MDM) solutions such as JAMF, ABM, Workspace ONE, or Intune.
Related IT certifications (CompTIA, Microsoft).
ITIL qualification (preferred).

Responsibilities

Respond to customer support requests via phone, ticketing systems, and in person.
Troubleshoot and resolve routine software, hardware, and connectivity issues.
Escalate complex incidents to senior technicians or Tier II and Tier III staff.
Assist with account administration tasks in Active Directory.
Document actions taken and maintain accurate ticket records.
Follow established IT service processes and knowledge articles.
Provide excellent customer service to staff, management, and executive-level users.
Install, configure, and support supported applications, including messaging clients, browsers, antivirus, and internally developed applications, and support remote access tools such as RSA SecurID and VPN.
Provide mobile device support for Android and iOS, including configuration and application installation.
Confirm antivirus is running, troubleshoot suspected virus issues, and coordinate reimaging when required.
Deliver high-quality customer service while consistently meeting established quality standards and service level agreements (SLAs).
Demonstrate strong communication, collaboration, and interpersonal skills, with the professionalism to effectively support executive leadership, end users, and cross-functional teams.
Collaborate across support tiers, contractors, vendors, and IT teams to resolve incidents efficiently and effectively.
Configure, support, and troubleshoot PCs, laptops, Macs, tablets, printers, mobile devices, and commercial off-the-shelf (COTS) software.