Junior Desktop Support Technician I

About the Role

We are looking for a Junior Desktop Support Technician who will serve as the first line of technical support for users within our Federal client environment in Washington, DC. This position involves assisting with Commercial Off-The-Shelf (COTS) software, Windows and macOS systems, mobile devices, printers, and other peripherals in a fast-paced service desk setting. The ideal candidate will focus on resolving routine technology issues promptly while escalating more complex cases, all with a strong emphasis on exceptional customer service and professionalism, including for executive-level users.

Key Responsibilities

• Respond promptly to support requests via phone, ticketing systems, and face-to-face.
• Troubleshoot and fix standard software, hardware, and network connectivity problems.
• Escalate more complicated technical issues to senior or Tier II/III technicians.
• Assist with Active Directory account management and user administration tasks.
• Maintain detailed and accurate records in ticketing systems documenting support activities.
• Follow established IT processes, standards, and knowledge base documentation.
• Install, configure, and support approved applications including browsers, messaging clients, antivirus software, and internal tools.
• Provide support for mobile devices running Android and iOS, including setup and application installation.
• Verify antivirus operation and handle suspected virus infections, coordinating imaging as necessary.
• Consistently meet defined service level targets and quality benchmarks.
• Communicate effectively and collaborate with cross-functional teams, vendors, and contractors.
• Work independently while providing team support to senior IT staff and management.

Required Qualifications

• At least one year of experience supporting macOS environments.
• Minimum one year working with remote access tools and secure connectivity solutions.
• Three years total experience in IT call center environments plus Active Directory user administration.
• Familiarity supporting Microsoft Windows 11 and Microsoft 365 platforms.
• Experience supporting mobile operating systems including iOS and Android.
• Basic understanding or entry-level experience in enterprise mobility and device management.
• 3-5 years combined working with IT Service Management platforms such as BMC Helix or Remedy, or equivalent exposure through training and practical experience for junior candidates.

Preferred Qualifications

• Familiarity with Mobile Device Management (MDM) solutions like JAMF, Apple Business Manager, Workspace ONE, or Intune.
• Relevant IT certifications such as CompTIA or Microsoft credentials.
• ITIL certification is advantageous.
• Related post-secondary degree or college education.

Work Environment and Physical Requirements

• Onsite support based in Washington, DC with low noise levels.
• Day shift schedule, Monday through Friday, core hours 8:00 am to 6:00 pm onsite.
• Occasional evening and weekend shifts required to meet contract demands and maintenance windows between 9 pm and 5 am.
• Remote work from home permitted during maintenance windows with client-provided equipment when reliable internet is available.
• Minimal travel under 10%.
• Physical activities include frequent standing, walking, sitting, climbing, bending, lifting up to 50 pounds regularly, and visual acuity for close and distant tasks.

Additional Information

• U.S. citizenship and successful background check mandatory due to security requirements.
• The salary range is approximately $50,000 to $55,000 annually, subject to individual qualifications and organizational factors.
• TekSynap is a drug-free workplace subject to testing aligned with relevant laws and safety protocols.
• Employment decisions are merit-based and comply with all applicable equal opportunity laws and regulations, prohibiting discrimination.
• The company reserves the right to modify duties and responsibilities at any time.
• Applicants consent to receiving text messages regarding employment status and agree to provide contact info for hiring purposes.
• Reasonable accommodations are available for individuals with disabilities throughout the application process.