Jr Help Desk
About The Position
The Tier 1/2 Helpdesk Technician provides front-line technical support to end users, delivering customer service in accordance with established Service Level Agreements (SLAs). The role triages, troubleshoots, resolves, and escalates incidents, and supports onboarding and offboarding, user account lifecycle management, IT assets, and service documentation. The position is onsite five days a week in DC. The technician supports Windows, macOS, and mobile devices; operates the client's ITSM ticketing system; provides desk-side assistance when remote support is insufficient; and maintains ownership of incidents and requests through resolution. Additional work includes account and access administration, onboarding and offboarding support, SOP and knowledge-base maintenance, conference room and A/V support, hardware and software asset monitoring, and coordination with department IT liaisons, vendors, team members, and end users.
Requirements
- 2–6 years of Help Desk or Service Desk experience.
- Strong troubleshooting experience with Windows 10/11, Office 365, Teams, Zscaler, mobile devices, printers, peripherals, and standard desktop hardware.
- Strong communication, customer service, and time management skills.
- Ability to manage multiple tasks and prioritize effectively.
Nice To Haves
- Experience working with ServiceNow.
- Familiarity with Active Directory, Azure AD, and Identity/Access Management.
- Experience with audio/visual systems and conference room equipment.
- Experience maintaining knowledge bases or documentation libraries.
Responsibilities
- Provide Tier 1 and Tier 2 support for Windows, macOS, and mobile devices, including device refresh and deployment.
- Operate the client's ITSM ticketing system by triaging, assigning, escalating, and resolving service tickets.
- Resolve common incidents and service requests and maintain Total Contact Ownership of incidents and requests within or outside Service Desk queues.
- Provide desk-side support when remote assistance is insufficient and resolve incidents within SLA timeframes.
- Create, manage, disable, and remove user accounts in line with the client's User Account Lifecycle Policy.
- Verify user group access, department assignment, and supervisor information in Active Directory; perform AD user and group reviews and Azure role reviews.
- Manage distribution and security group memberships.
- Document troubleshooting steps before escalating incidents to Tier 2.
- Develop, maintain, and follow onboarding and offboarding SOPs and checklists.
- Support new staff onboarding sessions and ensure devices, accounts, and passwords are operational.
- Support staff offboarding by ensuring IT equipment is returned and accounts are decommissioned by the required date and time.
- Maintain and update Service Desk SOPs and how-to guides, and manage a self-service portal and shared knowledge base.
- Collaborate with Tier teams and maintain positive working relationships.
- Support conference room A/V systems, including Webex, Microsoft Teams, and Zoom; host or support recurring meetings and ensure daily equipment functionality.
- Coordinate with A/V vendors to troubleshoot and resolve equipment issues.
- Monitor and support IT hardware and software assets and assist with device and peripheral refresh and deployment strategy.
- Coordinate with department IT liaisons to communicate IT issues and updates.
- Work collaboratively with team members and end users to provide a positive customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
