Service Desk Technician — Level I

Position: Service Desk Technician - Level I

Primary Location: Washington, DC 20534
Shift: Monday-Friday, 8-hour shift

Clearance Required: Public Trust Clearance

RESPONSIBILITIES

• Troubleshoot and support user workstations including desktops, laptops, 10Zig zero clients, and mobile thin clients
• Perform account management for end users
• Install hardware and software; configure workstation operating systems
• Ensure systems remain current with approved configurations and security requirements
• Configure and troubleshoot workstation peripherals
• Handle service requests via telephone, the ServiceNow ticketing system, or walk-in inquiries
• Assess user issues through conversation or remote access; assign appropriate priorities
• Dispatch or escalate support requests to Level II Technicians when necessary
• Track ticket status and resolution; communicate updates to users and the Service Desk Supervisor

EXPERIENCE REQUIREMENTS

• Minimum 2 years of IT Help Desk experience
• Experience must include Help Desk Administration and User Support
• CompTIA A+ Certification may be substituted for 1 year of the required 2 years of experience

CERTIFICATIONS

• CompTIA A+ - may substitute for 1 year of experience
• Additional preferred: Microsoft Windows 11, Microsoft Office M365, Active Directory, ServiceNow, SCCM/SCOM, Windows OSD, Exchange/Outlook, SAP (basic user management)