Help Desk Technician I

Akima, LLC•Herndon, VA

24d•Onsite

About The Position

We are seeking a Help Desk Technician I to join our IT team at our corporate office in Herndon, VA. This is an entry-level, on-site position primarily focused on hardware support, device imaging, and end-user equipment deployment, along with providing Level 1 technical support to internal and external users. The ideal candidate is hands-on, detail-oriented, and customer-focused, with a strong interest in IT hardware and support operations.

Requirements

General experience providing end-user support in a Windows-based environment.
Basic understanding of PC hardware, peripherals, and troubleshooting.
Familiarity with Windows 10/11 and Microsoft 365.
Comfortable providing desk-side and hands-on technical support.
Strong customer service skills with clear verbal and written communication.
Ability to prioritize tasks, multitask, and work effectively under pressure.
Ability to work independently with general supervision and as part of a team.
Willingness to work non-standard hours when required.
Availability for on-call or after-hours support, including occasional weekends, once trained.
United States citizen.

Nice To Haves

Experience with device imaging, hardware deployments, or refresh projects.
Previous IT or technical support experience in a corporate environment.
IT-related certifications such as CompTIA A+, or similar.

Responsibilities

Provide hands-on hardware support for laptops, desktops, and related IT equipment.
Perform device imaging, configuration, and deployment of Windows-based systems.
Set up, replace, refresh, and decommission end-user equipment.
Support systems running Windows 10/11 and Microsoft 365 applications.
Respond to help desk requests via phone, email, ticketing system, and in person.
Perform password resets and basic user account support.
Accurately create, update, and resolve help desk tickets; escalate issues to Tier II or Tier III as needed.
Assist with office moves, including workstation setup, cabling, and equipment relocation.
Support company-issued devices such as monitors, docks, mobile phones, tablets, and accessories.
Maintain and update IT asset inventory and equipment tracking records.
Meet established service-level agreements (SLAs) and project timelines.
Follow documented IT procedures and contribute to continuous process improvement.