Desktop Support Technician I - Junior

TekSynap•Washington, DC

16h•Onsite

About The Position

We are seeking highly motivated and experienced Desktop Support Technicians to join our team supporting our Federal customer in Washington, D.C. TekSynap provides the client with IT Support Staffing to augment their existing teams. TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Requirements

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.
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.
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).
Related college degree

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.