Service Desk Technician /Help Desk

Job Title: DCA IT Service Desk Technician (807831)

Location: 60 Executive Park South, NE, Atlanta, GA 30329

Duration: 12 months



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 position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment.

Essential Duties and Responsibilities:

Customer Support

Serve as the first point of contact for IT incidents, service requests, and technical inquiries.

Provide remote, phone, email, chat, and desk-side technical support to end users.

Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.

Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.

Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).

Incident, Request & Problem Management

Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.

Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.

Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.

Monitor ticket queues and ensure timely follow-up and closure.

Endpoint & Device Support

Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.

Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.

Support printers, scanners, webcams, docking stations, and other peripheral devices.

Perform workstation moves, adds, changes, and equipment replacements.

Identity & Access Management

Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.

Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.

Assist with onboarding, offboarding, and access provisioning activities.

Microsoft 365 Support

Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.

Assist users with collaboration tools and cloud-based productivity applications.

Troubleshoot synchronization, licensing, and authentication issues.

Hardware Asset Management

Receive, inventory, assign, track, and recover IT assets.

Maintain accurate hardware inventory records within ServiceNow Asset Management.

Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.

Assist with inventory audits and asset reconciliation.

Collaboration

Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.

Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Minimum Qualifications

High School Diploma or GED.

Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.

OR

Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.

Preferred

Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.

Experience supporting state or local government environments.

Preferred Technical Experience

Experience supporting:

Microsoft Windows 11

Microsoft 365

Microsoft Teams

Microsoft Outlook

Microsoft Entra ID (Azure AD)

Active Directory

Microsoft Intune

Windows Autopilot

ServiceNow

Cisco Webex

VPN technologies

Multifactor Authentication (MFA)

Network printers

Hybrid cloud environments

Hardware Asset Management (HAM)

Basic Software Asset Management (SAM)

Knowledge, Skills, and Abilities

Strong customer service and communication skills.

Excellent troubleshooting and analytical skills.

Ability to diagnose hardware, software, and network issues.

Ability to prioritize multiple tasks in a fast-paced environment.

Strong documentation and organizational skills.

Ability to explain technical concepts to non-technical users.

Ability to work independently and collaboratively within a team.

Knowledge of ITIL service management principles.