What are the responsibilities and job description for the Service Desk Technician — Level I position at Bailey Information Technology, LLC?
Position: Service Desk Technician — Level I
Primary Location: Washington, DC 20534
Shift: Monday–Friday, 8-hour shift
Clearance Required: Public Trust Clearance
RESPONSIBILITIES
Primary Location: Washington, DC 20534
Shift: Monday–Friday, 8-hour shift
Clearance Required: Public Trust Clearance
RESPONSIBILITIES
- Troubleshoot and support user workstations including desktops, laptops, 10Zig zero clients, and mobile thin clients
- Perform account management for end users
- Install hardware and software; configure workstation operating systems
- Ensure systems remain current with approved configurations and security requirements
- Configure and troubleshoot workstation peripherals
- Handle service requests via telephone, the ServiceNow ticketing system, or walk-in inquiries
- Assess user issues through conversation or remote access; assign appropriate priorities
- Dispatch or escalate support requests to Level II Technicians when necessary
- Track ticket status and resolution; communicate updates to users and the Service Desk Supervisor
- Minimum 2 years of IT Help Desk experience
- Experience must include Help Desk Administration and User Support
- CompTIA A Certification may be substituted for 1 year of the required 2 years of experience
- CompTIA A — may substitute for 1 year of experience
- Additional preferred: Microsoft Windows 11, Microsoft Office M365, Active Directory, ServiceNow, SCCM/SCOM, Windows OSD, Exchange/Outlook, SAP (basic user management)