Senior Service Desk Officer

Overview

This is a short-term to long-term opportunity for a Senior Service Desk Engineer to join a lean IT team in Arlington, VA. The immediate need is to deploy and image laptops, support users across two locations, and drive improvements in customer service and mobile device management (MDM). The role is onsite during the contract period, with potential for hybrid flexibility upon conversion.

Key Responsibilities

• Laptop Deployment & Imaging:
• Set up and deploy laptops, create and maintain “golden images” using OS deployment tools (PLUS OS Deployer preferred).
• Mobile Device Management (MDM):
• Implement, configure, and maintain MDM solutions (Intune, JAMF, or similar).
• Set up and manage Intune environments, not just maintain existing setups.
• Service Desk Operations:
• Handle Tier 1–3 support tickets (6–8 per day, typically resolved in 15 minutes or less).
• Troubleshoot PC hardware and software issues.
• Support users in both Arlington and remote locations (cross-team and TeamViewer support).
• Manage Office 365, license permissioning, and MFA.
• Address phishing email incidents and keep devices up to date.
• Customer Service & Collaboration:
• Partner with Jason to improve customer service processes (CSR) across the organization.
• Work independently as an individual contributor within a 6-person team.
• Continuous Improvement:
• Identify and propose process improvements for service desk and MDM operations.

Must-Have Qualifications

• 3–5 years of senior helpdesk/service desk experience.
• Strong PC troubleshooting skills (hardware & software).
• Proven experience with MDM (Intune, JAMF, or similar)—including setup and ongoing management.
• Experience with OS deployment and imaging (PLUS OS Deployer or equivalent).
• Office 365 administration and license management.
• Familiarity with MFA and phishing email response.
• Comfortable handling Tier 1–3 tickets.
• Self-motivated, fast learner, and proactive problem solver.
• Able to work onsite in Arlington, VA, 5 days/week during contract period.
• No on-call required during contract (only 2 calls/year expected).

Preferred Qualifications

• A Certification, MCP, or Endpoint Manager certification.
• Experience with Windows-heavy environments.
• Experience with JAMF or other MDM platforms.
• Experience with endpoint management tools.

Work Environment & Schedule

• Team of 6, individual contributor (no mentoring/training responsibilities).
• 6–8 tickets/day; expected to take on a larger share to support sys admins.
• Contract period: 8-hour days (7:30–4:30 or 8–5, with 1-hour lunch).
• After conversion: Hybrid schedule (3 days onsite/2 remote), flexible hours.
• Monthly onsite team meeting after conversion.
• Career growth opportunities available; potential to advance in tech stack and leadership.