IT Support Technician - 1

Olympus Solutions Inc.•Washington, DC

8d•Onsite

About The Position

Olympus Solutions, Inc. is seeking a Full-Time, highly motivated IT Support Technician - 1 with strong analytical and problem-solving abilities to join our fast-growing team to support the SEC Infrastructure Support Services 2 (ISS2) program. In this role, you will provide first-level technical support for SEC end users, resolving basic hardware, software, and connectivity issues, responding to service desk tickets, performing initial diagnostics, and escalating complex issues to higher-tier support while assisting with workstation setup, peripheral installation, and routine maintenance tasks. This is an onsite position located in Washington, DC.

Requirements

Minimum 1–3 years of IT support experience in a service desk or desk-side environment.
Experience providing first-level technical support in a service desk or deskside environment.
Working knowledge of Windows and macOS operating systems and common enterprise applications.
Ability to perform initial diagnostics and basic troubleshooting for common end-user issues.
Familiarity with ticketing systems such as ServiceNow.
Strong customer service skills and the ability to follow established procedures.
U.S. Citizenship is required; dual citizenship is not permitted.
Must be able to obtain and maintain a Public Trust suitability determination.

Nice To Haves

Experience with workstation imaging and hardware refresh activities.
Familiarity with ITIL processes and knowledge base contribution.
Relevant entry-level certifications (e.g., CompTIA A+).

Responsibilities

Provide first-level technical support for end users, including resolving hardware, software, and connectivity issues.
Respond to service desk tickets and perform initial diagnostics to classify and prioritize issues.
Walk users through basic troubleshooting steps for common problems (password resets, connectivity, application errors).
Escalate complex issues to Tier 2 and Tier 3 support with complete documentation of symptoms and steps taken.
Assist with workstation setup, peripheral installation, and routine maintenance tasks.
Support hardware refresh activities, including device swap coordination and user communication.
Perform basic imaging and configuration of endpoints following established procedures.
Maintain cleanliness and organization of support areas and equipment staging.
Document resolutions and update ticket status in ServiceNow to ensure SLA compliance.
Follow established SOPs and escalation procedures for all support interactions.
Contribute to knowledge base articles for common issue resolution.
Track and report basic support metrics as directed by team leads.