U1 Service Desk Technician II

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Professional Corporate Non-Station, Silver Spring, MD, US

Salary Range: $75,000.00 To $75,000.00 Hourly

Job Title: Service Desk Technician II

Department: Information Technology

Reports To: Service Operations Manager

FLSA: Non-Exempt

Status: Full Time

Work Location: Silver Spring Maryland (Hybrid)

The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70+ stations later, we are an urban media empire, spanning multiple media platforms. We are in your ears with Reach Media/Radio One, on your televisions with TV One, and may even be the name behind your favorite website, with our digital platform Interactive One.

Information is power, and our mission here at Radio One, Inc. is simple, to be the most trusted media source in the African American community. At Radio One, we pride ourselves on hiring people who are dedicated and continue to challenge the norm, while embracing a corporate culture built on creativity and passion. We are our employees’ biggest fans, and it is our daily mission to attract, develop, and retain the brightest stars in the business.

The Service Desk Technician
II is responsible for providing technical support and customer service to end users across the organization. This role acts as the first point of contact for simple and complex IT related issues, ensuring prompt incident resolution, request fulfillment, and escalation when necessary. This position will have experience in triaging systems, network, and application issues. The ideal candidate combines strong technical knowledge with excellent communication and problem-solving skills to deliver a high-quality IT support experience.

• Serve as the initial point of contact for all IT support requests via phone, email, walk-up, chat, or ticketing system.
• Diagnose and resolve simple and complex software, hardware, and network issues for end users.
• Provide support for Microsoft 365, Windows and macOS systems, VPN, and mobile devices.
• Assist with account management, password resets, and access provisioning through Active Directory or Azure AD.
• Perform end user equipment imaging, upgrades, and patching.
• Troubleshoot application issues, including email, collaboration tools, and business systems.
• Escalate unresolved issues to Tier 2/3 support teams in a timely manner, providing detailed documentation of troubleshooting steps.
• Log, categorize, and prioritize tickets in the IT Service Management (ITSM) tool in accordance with service level agreements (SLAs).
• Maintain accurate and up-to-date documentation of issues, resolutions, and standard procedures.
• Contribute to the development and improvement of knowledge base articles and self-service resources.
• Participate in continuous improvement initiatives for service delivery and user experience.
• Deliver excellent customer service and maintain professionalism in all interactions.
• Communicate clearly and effectively with both technical and non-technical users.
• Provide user training and guidance on IT systems, tools, and best practices.
• Support onboarding and offboarding processes for new and departing employees.

• Experience supporting Microsoft Windows, Office 365, Active Directory, and common business applications.
• Ability to triage basic networking, systems administration, back-up, storage, and AD (on prem and cloud) issues.
• Familiarity with IT ticketing systems (e.g., Service Now, Jira Service Management, Solar Winds Helpdesk, or similar).
• Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
• Experience with ITIL processes (incident, request, change management) preferred.
• Microsoft Windows 10/11 and macOS support
• Microsoft 365 Administration (Outlook, Teams, SharePoint, One Drive)
• Active Directory and Azure AD user management
• Basic troubleshooting of printers, network connectivity, and peripherals
• Endpoint management tools (e.g., Intune, SCCM, JAMF)
• Remote support tools and VPN client troubleshooting
• Strong verbal and written communication skills
• Excellent problem-solving and analytical abilities
• Strong sense of ownership and accountability
• Ability to multitask and manage priorities in a fast-paced environment
• Team-oriented and customer-focused mindset

Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience). 3-5 years of experience in IT support, service desk, or technical help desk roles.

Preferred

Certifications:

CompTIA A+, Network+, or Security+, Microsoft Certified:
Modern Desktop Administrator Associate, ITIL Foundation Certification

Comprehensive benefits offerings include, Major Medical, Dental, Vision, FSA, HSA, 401K, PTO, and elective supplemental options.