DCA IT Service Desk Technician

Position Summary:

Under general supervision, the IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This role serves as the primary point of contact for IT support requests, ensuring timely resolution while delivering exceptional customer service.

Key Responsibilities:

• Customer Support: Serve as the primary point of contact for IT incidents via remote, phone, email, chat, and desk-side support. Escalate complex issues as needed while maintaining ticket ownership.

• Incident & Request Management: Log, prioritize, and resolve tickets using ServiceNow following ITIL best practices.

• Endpoint & Device Support: Deploy, image, and maintain Windows 11 laptops/desktops using Microsoft Intune and Autopilot. Support peripherals and workstation moves/adds/changes.

• Identity & Access Management: Manage user accounts, password resets, and MFA in Microsoft Entra ID (Azure AD) and Active Directory.

• Microsoft 365 Support: Provide end-user support for Outlook, Teams, OneDrive, and SharePoint Online, including license and authentication troubleshooting.

• Hardware Asset Management: Receive, inventory, assign, track, and recover IT assets within ServiceNow Asset Management throughout their lifecycle.

Requirements & Qualifications

Required (Must-Have):

• 2+ years of technical support experience in a Help Desk or Service Desk environment.

• Hands-on experience supporting Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, and Microsoft Entra ID (Azure AD).

• Local Candidates Only (Metro Atlanta area).

Preferred (Nice-to-Have):

• High School Diploma, Associate, or Bachelor''s degree in IT/Computer Science.

• Prior experience supporting state or local government environments.

• Familiarity with Cisco Webex, VPN technologies, MFA, network printers, and hybrid cloud environments.

• Knowledge of ITIL service management principles.

• Hardware Asset Management (HAM) and basic Software Asset Management (SAM) experience.