Analyst, Information Technology

About Us

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:
Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

We are seeking a motivated Desktop Support Technician to join our IT team. This role is responsible for providing first and second tier technical support, troubleshooting hardware/software issues, managing IT inventory, and ensuring smooth new hire setups at three client office locations. The ideal candidate should have experience with Service Now ITSM Incident Management, be detail-oriented, and maintain high standards of customer service while adhering to Service Level Agreements (SLAs).

Job Type: Full time/Permanent

Location:

Washington DC

Salary:
Between USD 40,000 - 50,000/annum

This is a five-day-a-week in office role.

Must be eligible to work in the United States without visa sponsorship issues.

• Provide first-level support for desktops, laptops, and peripheral devices (printers, monitors, docking stations, etc.) for onsite users in regional office.
• Provide second-level escalation support for remote and out of region users.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Fulfill standard IT requests within fulfillment time matrix.
• Engage with end user directly via instant messaging, email, telephone, portal, virtual chat, remote control tool, or other approved media to intake, diagnose, update, elevate, and resolve technical issues.
• Log, track, and manage tickets using Service Now ITSM to ensure timely resolution and proper documentation.
• Create, review, edit and update documentation for internal users and end users.
• Accurately track time and meet utilization goals.
• Escalate complex technical issues to support teams as necessary.
• Work from an intake queue to ensure proper adherence to SLA requirements for response and resolution times.
• Maintain a clean and tidy workspace free from clutter.
• Present according to Opensity business casual dress code (collared shirt or branded Opensity shirt).

• Maintain accurate inventory control of IT assets, ensuring proper tracking and updates.
• Ship, receive, and manage IT equipment logistics, including remote employee device deployment and returns.
• Perform routine hardware audits and ensure compliance with asset management policies.
• Set up and configure new hire workstations, laptops, and user accounts targeting completion 1 week before their start date.
• Attend pre-onboarding calls as required.
• Attend new user onboarding sessions for IT orientation.
• Ensure account access, systems access, hardware function, and troubleshoot in real time as needed.
• Set up and break down any service desk training sessions and rooms as required.

• Travel to and between office locations using a personal vehicle.
• Provide on-site support Monday through Friday at three different client locations and/or an Opensity office location.
• Assist remote users with troubleshooting via remote desktop tools and phone support.
• Support employees in resolving connectivity, VPN, and software access issues.

• 2+ years of experience in a Desktop Support or IT Help Desk in an on-site/in-person role required.
• Basic understanding of Windows, macOS, Office 365, VPN, and remote troubleshooting tools required.
• 2+ years of support for Mac OS (laptops, tablets, mobile devices) required.
• Jamf, Apple Business Manager and Apple remote device support required.
• Experience in inventory control and IT…