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Service Desk Technician

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AAC

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Location:
United States , Washington

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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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

Requirements:

  • 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

Nice to have:

  • 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

Additional Information:

Job Posted:
March 13, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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