Jr Help Desk
About The Position
The Tier 1/2 Helpdesk Technician provides front-line technical support to end users, delivering high-quality customer service and meeting established Service Level Agreements (SLAs). The technician triages, troubleshoots, resolves, and escalates incidents as needed, and assists with onboarding and offboarding, user account lifecycle management, and documentation that supports efficient IT service delivery. This position is onsite five days a week in Washington, DC. The role provides Tier 1 and Tier 2 support for Windows, macOS, and mobile devices, including device refresh and deployment activities. It supports the client's ITSM ticketing system and user account access processes, assists with staff onboarding and offboarding, maintains service desk documentation and self-service resources, and supports conference room audiovisual systems and IT asset management. The technician also coordinates with department IT liaisons, vendors, other IT teams, 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 audiovisual systems and conference room equipment.
- Experience maintaining knowledge bases or documentation libraries.
Responsibilities
- Provide first-level, customer-facing support for Windows, macOS, and mobile devices, including refresh and deployment activities.
- Operate the client's ITSM ticketing system, including triaging, assigning, escalating, and resolving service tickets.
- Resolve common incidents and service requests, maintaining Total Contact Ownership of incidents and requests inside or outside Service Desk queues.
- Provide desk-side support when remote assistance is insufficient and ensure incidents are resolved within SLA timeframes.
- Create, manage, disable, and remove user accounts according to the client's User Account Lifecycle Policy.
- Verify user group access, department assignments, and supervisor information in Active Directory; conduct Active Directory user and group reviews and Azure role reviews.
- Create, manage, disable, and remove 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, ensuring 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 with shared knowledge-base resources.
- Collaborate with Tier teams and maintain positive working relationships.
- Support conference room audiovisual systems, including Webex, Microsoft Teams, and Zoom.
- Host or support recurring meetings, including Town Hall sessions and audit or board committee meetings.
- Ensure conference room and audiovisual equipment functions daily and coordinate with audiovisual vendors to troubleshoot and resolve issues.
- Support and monitor 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
