Desktop Support Technician I - Mid

TekSynap•Washington, DC

1d•$56,000 - $60,000•Onsite

About The Position

As a Tier I Support Technician - Mid you will provide advanced front-line support, handle escalations within Tier I operations, resolve complex service desk issues, and mentor junior technicians. This position ensures high-quality technical support for Client users, including executive-level (VIP) personnel. 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

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.
U.S. Citizenship
Background Check

Nice To Haves

ITIL Foundation.
CompTIA certification(s).
Related college degree.
Microsoft 365 certification

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.