Service Desk Technician (Tier 1

Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile
• devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems .
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools
• and protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions
• with executive-level staff and management.
• Ability to operate effectively in a fast-paced environment and meet tight deadlines .
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user ssues.

One (1) year minimum experience supporting:

• macos
• Remote access toots (e.g., Cisco Any Connect)
• VPN and secure remote connectivity (RSA SecurlD experience preferred)

• Three (3) years minimum experience in:

• IT Call Center environments
• Active Directory user and account administration
• Supporting Microsoft Windows 10 and Office 365 applications
• Supporting mobile operating systems (iOS, Android)
• Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online

• Experience with Mobile Device Management (MOM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or lntune.

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))