Service Desk Technician (Tier 1)

Compass Pointe Consulting

Washington, DC

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JOB DETAILS

SKILLS

Android, Apple, Business Solutions, Cisco Network Systems, Communication Skills, CompTIA A+, Customer Support/Service, Federal Government, Help Desk, High School Diploma, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Information Technology & Information Systems, Instant Messaging, Internet Application, Laptop PC, Mac Operating System, Maintenance Services, Manufacturing Data Management, Microsoft Active Directory, Microsoft Office, Microsoft Windows 2000, Microsoft Windows Operating System, Mobile Devices, Office Equipment, Operating Systems, Presentation/Verbal Skills, Printers, Problem Solving Skills, RSA SecurID, Remote Access, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Testing, VPN (Virtual Private Network), Voice Mail, Writing Skills, iOS

LOCATION

Washington, DC

POSTED

3 days ago

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.

Qualifications:

Requires a high school diploma/GED and a minimum of three years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
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, BMC Helix experience is preferred.
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 obtain an agency public trust suitability determination prior to start date.
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.

We offer Medical, Dental, Vision, Basic Life, Short-Term Disability, Accident, Term Life, Whole Life, and 401k for all W2 Consultants. A benefit overview will be provided a

Service Desk Technician (Tier 1)

Compass Pointe Consulting

Washington, DC

About the Company

Compass Pointe Consulting

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