Desktop Support Technician I

Responsibilities:

• Provide technical assistance to computer users by answering questions and resolving problems for hardware, software, printing, installation, word processing, email, and operating systems.
• Respond to and open trouble tickets, track and resolve user problems, and assist with data transfers of laptops and mobile devices.
• Interact daily with customers to ensure productivity and provide individual feedback; maintain standard working hours for collaboration.

Qualifications:

• Public Trust Clearance required; 0-5 years experience with high school diploma; remote work experience with time management and self-discipline.
• ITILv4 Foundation Certification (must be obtained within 120 days); ability to communicate effectively in oral and written forms.
• Proficiency in Google Suite, Microsoft Office, Slack, and ServiceNow; familiarity with Windows, web browsers, and Active Directory.

Work Environment:

• Fully remote position requiring a safe home workspace and compliance with information security policies.
• Must be willing to work between 1100-2000 EST, including holidays as scheduled; appear on camera for meetings.
• No travel required; physical demands include sitting for long periods and using a keyboard and video chat.