Desktop Support Technician 1

Responsibilities & Qualifications

As a Tier I Junior Support Technician you will provide high-quality front-line technical assistance to users across the client’s environment, supporting COTS applications, Windows and macOS systems, mobile devices, printers, and peripherals in a fast-paced service desk setting. This role focuses on routine issue resolution and escalation of more complex cases in a timely and quality manner.  You will need to exhibit exceptional customer-handling skills, with a razor focus on customer satisfaction, and with the requisite white-glove VIP attention to timeliness, professional demeanor, and discretion.

RESPONSIBILITIES

• Respond to customer support requests via phone, ticketing systems, and in person.
• Troubleshoot and resolve routine software, hardware, and connectivity issues.
• Escalate complex incidents to senior technicians or Tier II and Tier III staff.
• Assist with account administration tasks in Active Directory.
• Document actions taken and maintain accurate ticket records.
• Follow established IT service processes and knowledge articles.
• Provide excellent customer service to staff, management, and executive-level users.
• Install, configure, and support supported applications, including messaging clients, browsers, antivirus, and internally developed applications, and support remote access tools such as RSA SecurID and VPN.
• Provide mobile device support for Android and iOS, including configuration and application installation.
• Confirm antivirus is running, troubleshoot suspected virus issues, and coordinate reimaging when required.
• Deliver high-quality customer service while consistently meeting established quality standards and service level agreements (SLAs).
• Demonstrate strong communication, collaboration, and interpersonal skills, with the professionalism to effectively support executive leadership, end users, and cross-functional teams.
• Collaborate across support tiers, contractors, vendors, and IT teams to resolve incidents efficiently and effectively.
• Configure, support, and troubleshoot PCs, laptops, Macs, tablets, printers, mobile devices, and commercial off-the-shelf (COTS) software.
• Working knowledge of Windows, macOS, iOS, and Android operating systems, Microsoft Windows 11, Microsoft 365, networking fundamentals (including TCP/IP), Active Directory, remote support tools (such as BeyondTrust/Bomgar), and VPN connectivity solutions.
• Ability to work independently while effectively supporting and collaborating with senior IT technicians and management.

REQUIRED QUALIFICATIONS

• 1 year of experience supporting macOS. 
• 1 year experience with remote access tools and secure remote connectivity.
• 3 years’ experience in: 
  • IT Call Center environments
  • Active Directory user/account administration
  • Supporting Microsoft Windows 11 and Microsoft 365
  • Supporting mobile operating systems (iOS, Android) 
• Entry level knowledge or experience of enterprise mobility and device management
• Min. 3-5 years combined experience using ITSM platforms (e.g., BMC Helix/Remedy) is preferred, but junior-level staff may meet this through a combination of training and practical exposure. 

PREFERRED QUALIFICATIONS

• Experience with Mobile Device Management (MDM) solutions such as JAMF, ABM, Workspace ONE, or Intune.
• Related IT certifications (CompTIA, Microsoft). 
• ITIL qualification (preferred).
• Related college degree 

Overview

We are seeking highly motivated and experienced Desktop Support Technicians to join our team supporting our Federal customer in Washington, D.C. 

TekSynap provides the client with IT Support Staffing to augment their existing teams.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!  

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status.  If at any time you would like to opt out of text messaging, respond "STOP".

As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.  

Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Washington, DC
• Type of environment: On-site support
• Noise level: Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Candidate must be able to work core (8:00am – 6:00pm) business hours 8 hours a day onsite in Washington DC, excluding federal holidays and when work is done for system maintenance.
• Candidate must be able to work from home/remote when requested using client-supplied equipment.
• Candidate must be able to work during some planned maintenance windows between 9pm and 5am as part of maintenance activities. If the candidate has reliable high-speed internet, the work can be completed off-site (home) using supplied laptop(s).
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to grip, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds.

The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

• U.S. Citizenship
• Background Check

WAGE INFORMATION

Target salary range: $50,000.00 - $55,000.00.  The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements.  The displayed salary is one component of the total compensation package for employees. 

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements. 

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [email protected] for assistance.