Service Desk Technician - Tier I

NIKA is hiring for a Service Desk Technician - Tier I based out of corporate office in Rockville, MD office. The position will sit onsite. This role serves as the initial point of contact for technical support. This position is responsible for providing high-quality assistance to onsite and remote users for IT-related issues, requests, and inquiries, ensuring a secure and compliant experience within our regulated environment.

Named a Top Workplace by the Washington Post, NIKA is a well-established company that is focused on growth within an entrepreneurial environment. We work with governments to operate and manage their real property. Our operations management, engineering, and project management services provide our customers with value and expertise to ensure operational readiness for complex and mission-critical facilities. NIKA benefits include PTO, holidays, medical/dental/vision insurance, 401k matching, and an understanding of work/life balance.

Job Duties and Responsibilities:

• Manage and maintain individual task assignments within the NIKA IT Service Desk incident queue in adherence to applicable standards and practices.
• Provide first-level technical support for all end users and staff members.
• Perform Imaging, Move, Add, Change (IMAC) tasks, including unboxing, workstation setup, and device enrollment.
• Execute user onboarding and offboarding procedures, ensuring timely account creation and hardware recovery in compliance with NIKA security policies.
• Maintain the accuracy of all applicable NIKA IT asset records and hardware inventory.
• Provide basic administration for user accounts and mailboxes in Microsoft Entra ID (formerly Azure AD) and Office 365.
• Support the development and maintenance of the NIKA IT Technical Library by documenting common fixes and procedures.
• Assist in the testing and deployment of new technologies and services as part of a project team.
• Undertake additional assignments and special projects as directed.

Required Qualifications:

• CompTIA Certified (A , Net , Sec )
• Microsoft Certified: Fundamentals (MS-900 / SC-900)
• Microsoft 365 Certified: Endpoint Administrator Associate

Essential Skills:

• Positive and proactive self-starter with a passion for technology, continuous self-improvement, and skills development.
• Strong customer service orientation with the ability to communicate technical information to non-technical users clearly and patiently.
• Strong documentation and time management skills
• Critical thinker with an aptitude for basic troubleshooting of hardware, software, and connectivity issues.
• At least one 2-3 years of help desk/service desk related experience (or equivalent technical customer service experience).
• Familiarity with Windows Operating Systems and the Microsoft Office 365 suite.
• Basic understanding of identity management and information security concepts, such as password hygiene and least-privilege.
• Ability to follow Standard Operating Procedures (SOPs) precisely to ensure audit readiness and compliance.
• Must be able to lift, handle, and install IT equipment weighing up to 45lbs.

Standouts:

• At least 2 years of experience supporting Windows, Mac, iOS, and Android devices.
• At least 2 years of experience with Windows PowerShell scripting (preferred).
• Experience with desktop management such as Microsoft Intune or similar platforms.
• Familiarity with Remote Management Systems
• Familiarity with Federal or DoD information security compliance (e.g., NIST, DISA, CIS, CMMC, etc.).

NIKA provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, NIKA takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.