Service Desk Technician (Tier 1)

Tier 1 Technology Support Services. Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

Responsibilities

Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals; Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems; Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues; Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management; Ability to operate effectively in a fast-paced environment and meet tight deadlines; Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues

Requirements

Technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment; supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices; One (1) year minimum experience supporting macOS, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity; Three (3) years minimum experience in IT Call Center environments, Active Directory user and account administration, supporting Microsoft Windows 10 and Office 365 applications, supporting mobile operating systems (iOS, Android), supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online; Experience with Mobile Device Management (MOM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune; Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))

Nice to have

RSA SecurID experience preferred