Service Desk Technician Job at AAC (Washington)

Job Responsibility

Serve as the initial point of contact and resolution for IT related incidents and requests
Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk
Interface directly with supported end-users to provide hardware, software, and network problem resolution
Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians
Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM
Must have technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices
Experience troubleshooting core services (file, email, print, web, applications, and network)
Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk

Requires a high school diploma/GED and a minimum of three years of experience
Required experience includes support of standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID), Active Directory, and work on a service desk
Must have experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune
Must have foundational understanding of physical, network, and application layers
familiarity with TCP/IP tools and protocol commands to resolve technical issues
ITSM ticketing system experience required
Ability to communicate orally and in writing
Must have a positive and patient customer service attitude
Must be able to work independently and within a team in a fast-paced environment
Must be able to attain agency suitability clearance prior to start date

Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements
BMC Helix experience is preferred
Experience supporting a mid-sized Federal agency enterprise is a plus
Relevant certifications such as A+, HDI, ITIL 4, and M365 are preferred, but not required