Desktop Support Technician I

TekSynap•Washington, DC

9h•$50,000 - $60,000•Onsite

About The Position

We are seeking highly motivated and experienced Desktop Support Technicians to join our team supporting USHR HTAP 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.

Requirements

5 years of experience with incident, change, or knowledge management systems, such as BMC Helix (Remedy).
3 years of experience in IT call center environments.
3 years of Active Directory user and account administration.
3 years supporting Microsoft Windows 10, Windows 11, and Microsoft 365, including Microsoft 365 Apps (formerly Office ProPlus), SharePoint, and Exchange Online.
3 years supporting mobile operating systems (iOS and Android).
1 year supporting macOS, associated hardware, and network connectivity.
1 year supporting remote access tools such as BeyondTrust (formerly Bomgar).
1 year supporting VPN and secure remote connectivity (RSA SecurID preferred).
Experience with Mobile Device Management (MDM) solutions such as Jamf, Apple Business Manager, Workspace ONE UEM, and Microsoft Intune.
Ability to configure and troubleshoot commercial off-the-shelf (COTS) software and hardware, including PCs, Macs, mobile devices, printers, multifunction devices, and peripherals.
Intermediate to advanced knowledge of Windows, macOS, iOS, and Android.
Foundational understanding of physical, network, and application layers, including familiarity with TCP/IP protocols and diagnostic tools.
Ability to work a flexible schedule and participate in a 24x7 on-call support rotation.
U.S. Citizenship
Background Check

Nice To Haves

Relevant IT certifications e.g. CompTIA, A+ Network + Security+, HDI
One year with VPN and secure remote connectivity (RSA SecurID preferred)
Microsoft 365 certification
ITIL Foundations certification
Related college degree in IT or related field

Responsibilities

Deliver a high level of customer service on all support requests while consistently meeting established quality standards and service level expectations.
Provide front-line technical support for incidents and service requests via phone, live chat, remote support tools, and onsite visits as needed.
Troubleshoot and resolve hardware, software, and connectivity issues for Windows PCs, Macs, laptops, workstations, printers, peripherals, mobile devices, and network connections.
Install, configure, maintain, and support commercial off-the-shelf (COTS) and enterprise applications, including Windows, macOS, Microsoft Office 365, messaging clients, web browsers, antivirus software, and internally developed applications.
Perform computer and laptop imaging, deployment, lifecycle replacements, workstation disconnects/reconnects, relocations, and new equipment installations.
Order, configure, enroll, deploy, and support Android and iOS mobile devices, including application installation and user setup.
Install, configure, maintain, and troubleshoot peripherals, including printers, headsets, USB cameras, docking stations, and other endpoint devices.
Configure and support remote access technologies, including VPN and RSA SecurID, to ensure secure remote connectivity.
Create, modify, and remove user accounts, profiles, groups, and permissions within Active Directory.
Monitor endpoint security by verifying antivirus protection, troubleshooting malware incidents, remediating malicious code, coordinating system reimaging when required, and addressing cybersecurity policy violations.
Maintain accurate hardware and software asset inventories and ensure endpoint records remain current.
Develop, maintain, and update technical documentation, knowledge base articles, user guides, and installation procedures.
Distribute system alerts, outage notifications, and other communications through voicemail, email, and web-based platforms.
Escalate complex technical issues to Tier 2 support and senior engineering staff while collaborating to achieve timely resolution.
Communicate effectively, both verbally and in writing, with senior staff, organizational stakeholders, IT professionals, systems administrators, vendors, and non-technical end users.