IT Support Specialist Tier I

TDB Communications•Washington, DC

1d•$27 - $33•Hybrid

About The Position

The Tier 1 Support Technician provides the first line of technical support for TDB’s employees and systems. This position is responsible for monitoring and triaging all incoming helpdesk tickets, resolving common user issues, escalating complex problems to higher tiers, and maintaining consistent operational readiness for all user devices. The role is hands-on, requiring regular in-office presence to manage equipment logistics, system imaging, and hardware lifecycle management. The technician will work closely with Tier 2 and Tier 3 engineers to maintain high service quality, ensure timely issue resolution, and contribute to continuous process improvement. This position demands strong technical troubleshooting ability, attention to procedural accuracy, and a professional, customer-focused approach to all interactions.

Requirements

1–4 years of experience in IT support, helpdesk, or desktop support.
Ability to troubleshoot and resolve basic hardware and software issues.
Working knowledge of Microsoft 365 administration and user account support.
Experience with imaging, device setup, and hardware preparation.
Strong written and verbal communication skills.
Excellent documentation, organization, and time-management abilities.
Ability to manage multiple priorities in a fast-paced environment.
Professional, customer-focused demeanor.
Ability to work on-site in Washington, D.C., two to three days per week.
Ability to lift, carry, and move computer equipment up to 30 pounds.
Ability to bend, kneel, and reach when installing or connecting devices.
Ability to sit or stand for extended periods while working on a computer.
Ability to walk or move throughout the office to provide in-person support.
Ability to view a computer monitor for prolonged periods and perform fine motor tasks such as typing and cable handling.

Nice To Haves

CompTIA A+ certification or equivalent foundational credential.
Experience supporting hybrid or remote workforces.
Familiarity with Active Directory, Azure AD (Entra), and basic networking concepts (DNS, DHCP, VPN).
Understanding of endpoint compliance and security protocols.
Experience using PowerShell or other scripting tools for basic administrative tasks.

Responsibilities

Serve as the initial point of contact for all IT support requests through the helpdesk system.
Review, triage, and prioritize tickets based on established issue types and escalation guidelines.
Provide support for password resets, MFA issues, account lockouts, connectivity issues, and general hardware/software troubleshooting.
Perform basic hardware repairs on laptops, including replacing memory chips, applying thermal paste, swapping SSD/NVMe.
Creating/maintaining standardized system images.
Use approved remote support tools to assist employees and efficiently resolve issues.
Escalate issues outside Tier 1 scope to Tier 2 or Tier 3 engineers, providing detailed notes and troubleshooting steps taken.
Track and document all support activities, resolutions, and communications within the ticketing system.
Image, configure, and deploy laptops and peripherals for new hires and replacement systems.
Wipe and re-provision returned hardware to corporate standards, ensuring compliance with security policies and data protection procedures.
Maintain inventory of laptops, peripherals, and related assets; update chain-of-custody records accurately.
Coordinate shipping of new or replacement equipment for remote and hybrid employees.
Ensure all new employees have fully functional equipment, access, and accounts prior to their start date.
Assist with software installations, driver updates, and basic endpoint troubleshooting.
Participate in recurring asset, user account, and endpoint compliance audits.
Maintain a clean and organized workspace for hardware storage and preparation.
Provide in-person technical support during assigned on-site workdays.
Perform other IT duties as assigned by IT leadership.