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)

Bailey Information Technology, LLC

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Service Desk Technician — Level I