Help Desk Technician

Key Responsibilities:

• Deliver Tier I and Tier II technical support via phone, email, and the ServiceNow ticketing system.
• Troubleshoot and resolve issues related to Windows endpoints and Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
• Manage and resolve incidents and service requests within ServiceNow, meeting critical SLAs.
• Perform essential account administration tasks in Active Directory and Azure AD, such as password resets, group management, and access provisioning.
• Provide support for M365 licensing, mailbox configuration, and address challenges with Teams and SharePoint.
• Maintain clear and concise documentation of troubleshooting steps and resolutions within ServiceNow.
• Escalate complex technical issues appropriately while retaining ownership of ticket resolution.
• Assist with user onboarding/offboarding processes and endpoint setup and configuration.

Qualifications:

Must Have:

• Proven strong working knowledge of Windows 11 and the Microsoft 365 suite.
• Demonstrated familiarity with ServiceNow or a similar ITSM platform.
• Solid understanding of Active Directory and Azure AD fundamentals.
• Exceptional phone presence and communication skills, as significant user interaction will be verbal.
• Must be a US Citizen holding an active Public Trust clearance.

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., MD-102, MS-900).
• Prior experience supporting federal government environments is highly advantageous.
• Familiarity with Intune for endpoint management.

About the Role:

• Job Type: Full-time, Hybrid
• Location: Washington, DC