Help Desk Technician I (IT Support)

TL;DR

Help Desk Technician I (IT Support): Providing Tier 1 technical support and managing user uptime for clients with an accent on incident resolution, email administration, and system troubleshooting. Focus on maintaining SLAs, utilizing SOPs/KBAs, and managing Active Directory and network services.

Location: Chantilly, VA (U.S. Citizenship Required)

Company

Managed Service Provider providing professional IT administration and technical support services.

What you will do

• Handle technical support requests via phone, chat, email, and web portal.
• Resolve incidents using Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs).
• Manage email administration, including account configuration and password resets.
• Ensure accurate and timely logging of tickets to meet SLAs.
• Escalate complex issues to Tier 2 team members within specified timeframes.

Requirements

• 1-3 years of IT experience in administration and support.
• Proficiency with Windows administration, Active Directory, DHCP, DNS, and Group Policy.
• Knowledge of Windows, MacOS, iOS, and Android devices.
• U.S. Citizenship is required.
• Excellent customer service and communication skills.

Nice to have

• Bachelor's degree in IT, Engineering, or a related technical field.
• Certifications: CompTIA A+, Network+, Microsoft MCSE, or MS Azure Administrator.
• Microsoft 365 Fundamentals (MS-900) or Administrator (MS-102) certifications.
• Experience in a fast-paced MSP or consulting environment.

Culture & Benefits

• Competitive salary and comprehensive benefits package.
• Collaborative "one-team" culture emphasizing selflessness and humility.
• Environment that encourages curiosity, continuous learning, and innovation.
• Supportive workplace focusing on professional growth and exceptional client service.