Helpdesk Technician jobs in District of Columbia

As a Service Desk Technician, you will be the initial point of contact for end-users, responsible for logging, resolving, and documenting their problems efficiently. You will provide technical support for mobile devices, audiovisual equipment, and video teleconference systems. Additionally, you will play a vital role in technical refresh support, deploying new laptop hardware, performing operating system upgrades, and installing specialized software. You will also be involved in customer equipment relocation support and maintaining accurate inventory records.

Key Responsibilities:

• Serve as the first point of contact for end-users, logging incidents and service requests promptly and accurately.
• Diagnose, troubleshoot, and resolve end-user problems related to hardware, software, mobile devices, audiovisual equipment, and video teleconference systems.
• Document incidents, solutions, and service requests in detail, ensuring accurate records for future reference.
• Provide technical support for mobile devices, including smartphones and tablets, ensuring seamless integration and troubleshooting issues related to connectivity and applications.
• Support audiovisual and video teleconference equipment, configuring, troubleshooting, and maintaining systems to ensure optimal functionality during meetings and presentations.
• Assist in technical refresh projects, deploying new laptop hardware, performing operating system upgrades, and installing specialized software as per organizational requirements.
• Collaborate with IT teams to ensure smooth transitions during hardware and software upgrades, minimizing downtime and user disruption.

Qualifications

• A diploma or degree in Information Technology, Computer Science, or a related field.
• Proven (2 years) experience in a service desk or technical support role, with expertise in incident management and problem resolution.
• Strong knowledge of mobile devices, operating systems, audiovisual equipment, and video teleconference systems.
• Familiarity with technical refresh processes, including hardware deployment and software installations.
• Excellent communication skills, both written and verbal, with a focus on providing exceptional customer service.
• Ability to work efficiently under pressure, prioritize tasks, and meet deadlines.
• Relevant certifications, such as ITIL, CompTIA A , or HDI Support Center Analyst, are a plus.

Location: Onsite Washington DC, Navy Yards Metro stop

Clearance: Public Trust/Criminal Background