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account management support specialist Jobs in Washington

account management support specialist

technical support specialist

Grayson Search Partners

<div>
 <p>
  <strong>
   Technology Support Specialist
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Location: Washington, DC
 </p>
 <p>
  Office: 5 days a week on-site
 </p>
 <p>
  Hourly Pay Rate: $30.00hr. - $45.00hr. W2
 </p>
 <p>
  Duration: 6+Month contract, could convert perm
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
  </strong>
 </p>
 <p>
  Under the direction of the Technology Support Manager, the Technology Support Specialist provides technical support to end users by diagnosing, resolving, or escalating issues related to hardware, software, and firm-supported technologies. This role is responsible for responding to incidents and service requests submitted through phone, email, and the incident management system while ensuring timely resolution and clear communication with users.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Technology Support Specialist plays a key role in maintaining a high level of service for management and staff by delivering responsive support, configuring technology equipment, and assisting with audio-visual and conferencing technologies used across the firm.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Respond to and resolve end-user technical issues related to hardware, software, and supported applications.
  </li>
  <li>
   Log and track incidents and service requests within the firm&rsquo;s incident management system, documenting actions taken and resolutions provided.
  </li>
  <li>
   Escalate complex issues when necessary and collaborate with appropriate technical teams to ensure timely resolution.
  </li>
  <li>
   Provide second-level support for Help Desk escalations.
  </li>
  <li>
   Configure, deploy, and maintain desktop hardware and peripherals including workstations, laptops, printers, scanners, and mobile devices.
  </li>
  <li>
   Support Cisco-based telecommunications systems, including configuring extensions and voicemail through Cisco Unified Communications Manager and Cisco Unity Connection.
  </li>
  <li>
   Manage and maintain the firm&rsquo;s technology asset inventory within the asset management system.
  </li>
  <li>
   Support and maintain conference room technology, including launching and managing audio-visual and video conference meetings.
  </li>
  <li>
   Coordinate and manage video conferencing requests and ensure accurate scheduling and setup.
  </li>
  <li>
   Provide support for collaboration platforms including Zoom, WebEx, and Microsoft Teams.
  </li>
  <li>
   Maintain working knowledge of firm-supported software, hardware, and emerging technologies.
  </li>
  <li>
   Document support activity, communicate progress clearly, and provide follow-up to end users as needed.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree required; relevant professional certifications are a plus.
  </li>
  <li>
   3+ years of technical support experience in a professional services environment; Management Consulting, Law Firm, Accounting Firm, etc.
  </li>
  <li>
   Strong experience supporting Windows operating systems and Microsoft Office environments.
  </li>
  <li>
   Experience supporting Citrix, VPN technologies, and legal applications such as iManage/FileSite or similar document management systems preferred.
  </li>
  <li>
   Solid knowledge of desktop hardware, peripherals, mobile devices (iOS and Android), printers, and audio-visual systems.
  </li>
  <li>
   Experience supporting video conferencing platforms including Zoom, WebEx, and Microsoft Teams.
  </li>
  <li>
   Familiarity with networking concepts including TCP/IP, DHCP, Ethernet, and wireless connectivity.
  </li>
  <li>
   Experience supporting external drives, local backup solutions, personal firewalls, and wireless networking devices.
  </li>
  <li>
   Ability to work independently while supporting attorneys, executives, and staff in a fast-paced professional environment.
  </li>
  <li>
   Strong customer service orientation and ability to communicate technical issues clearly and professionally.
  </li>
  <li>
   Excellent interpersonal skills with the ability to remain calm and professional under pressure.
  </li>
  <li>
   Flexibility to support occasional after-hours needs and respond via a firm-provided mobile device.
  </li>
  <li>
   Demonstrated ability to quickly learn and adapt to new technologies.
  </li>
 </ul>
 <p>
 </p>
</div>


Information Technology Support Specialist

Association of American Medical Colleges

<div></div><div><div><div>Who We Are:</div><div></div><div>
The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all.</div><div></div><div>
At the AAMC, we are committed to supporting our employees with a comprehensive benefits package designed to promote well-being, professional growth, and work-life balance. Highlights include:</div></div><div><div><ul><li><div>
Remote Work &ndash; Fully remote work available for most positions</div></li></ul></div><div><ul><li><div>
Retirement Savings &ndash; Generous 403(b) employer contributions and financial wellness resources, including professional financial advising.</div></li></ul></div><div><ul><li><div>
Health &amp; Wellness Perks &ndash; Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more)</div></li></ul></div><div><ul><li><div>
Support &amp; Family Care &ndash; Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets</div></li></ul></div><div></div><div>
Additional information can be found on our <div>website</div>.</div></div><div></div><div>
Why us, why now?</div><div></div><div>
The Sr. Support Specialist serves as a second-tier customer advocate, providing high-quality service and/or technical support in a multi-channel, high volume Contact Center. In this role, the Sr. Support Representative will troubleshoot and provide the full spectrum of support for more complex product and program inquiries supported by their team. This role will support the Team Lead with managing relationships with AAMC customers and will provide informal, program-specific support to team members. The Sr. Support Representative is also expected to assist with additional internal initiatives such as application testing and resource development.</div><div></div><div>
How will you make an impact?</div><div></div><div>
Advanced Inquiry &amp; Escalation Support:</div><div></div><div><ul><li><div>
Resolves escalated or complex customer inquiries requiring advanced problem-solving, deeper program understanding, or technical knowledge/support.</div></li><li><div>
Documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM.</div></li><li><div>
Monitors pending cases and ensures follow-up tasks are completed within expected timeframe.</div></li><li><div>
Serves as the designated resolver for assigned programs or queues to ensure timely, accurate, and high-quality resolution.</div></li><li><div>
Troubleshoots issues across multiple communication channels (phone, email, and other digital channels) with a focus on accuracy, professionalism, and customer satisfaction.</div></li><li><div>
Evaluates escalation requests from Support Center Specialists, determining the appropriate handling path and resolving when possible.</div></li><li><div>
Identify patterns or emerging issues and report trends to leadership for further review or action.</div></li></ul></div><div></div><div>
Program Expertise &amp; Team Support:</div><div></div><div><ul><li><div>
Acts as a program resource for team members by guiding policies, procedures, and escalation criteria.</div></li><li><div>
Identify gaps or inaccuracies in knowledge articles and recommend updates.</div></li><li><div>
Submits feedback on recurring issues, system defects, and process inefficiencies.</div></li><li><div>
Supports Team Leads by serving as a backup in monitoring queue coverage, distributing workload, and ensuring assigned programs maintain service level expectations.</div></li><li><div>
Provides input into the development or enhancement of customer-facing and internal documentation, including help pages, FAQs, and program resources.</div></li><li><div>
Flex to support additional programs as needed during peak periods or high-volume cycles.</div></li></ul></div><div></div><div><div>
Professional Development &amp; Team Collaboration:</div><div></div><div><ul><li><div>
Participates in system or application user acceptance testing (UAT) for updates impacting assigned programs.</div></li><li><div>
Contributes to the development, review, and refinement of internal resources such as job aids, knowledge articles, and training materials.</div></li><li><div>
Collaborates with program partners to identify process gaps and recommend improvements.</div></li><li><div>
Provides feedback on customer challenges or operational barriers to support continuous improvement efforts.</div></li><li><div>
Partners with ASC Training, Programs, and Knowledge Management to improve process accuracy and customer experience. &middot; Shares trends, common barriers, and customer feedback to inform operational decisions.</div></li><li><div>
Supports team-wide initiatives, meetings, and training sessions as required.</div></li><li><div>
Attends training and coaching sessions to maintain competence across programs and systems.</div></li><li><div>
Maintains strong knowledge of services, programs, and system updates.</div></li></ul></div><div></div><div><div>
What will you bring to the role?</div><div></div><div>
Minimum Qualifications:</div><div></div><div><ul><li>
Associate&rsquo;s Degree (Bachelor's preferred)</li><li>
4 - 5 years of related work experience</li><li>
Prior experience working in a high-volume, multi-channel support environment, previous involvement in user acceptance testing, documentation development, or process improvement initiatives.</li><li>
Preferred:</li><li>
Proficiency in navigating and utilizing CRM and telephony systems; ability to learn technologies quickly.</li><li>
Technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications.</li></ul></div></div></div><div></div><div><br>
Remote Work Eligibility</div><div></div>
This position is eligible for remote work in the contiguous US<div></div><div>
Compensation Grade Range</div><div></div>
$48,025.00-$56,500.00<div></div><div>
Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate&rsquo;s work experience, education and training, as well as internal equity, market, and business considerations.</div><div></div><div>
If a bachelor&rsquo;s degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience.</div><div></div><div>
The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please <div>contact the talent acquisition team</div>.</div><div>
Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name.</div><div></div><div>
BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge.</div></div><div></div>

Contact Center Support, Senior Associate

Resolution Think

<div>
 <span>
  <span>
   Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional technical, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners.&nbsp;
   <br/>
   <br/>
   We are seeking highly skilled and detail-oriented Help Desk Technician located in Washington, DC. This position requires a range of technical tasks and skills to support the center and it's operations.&nbsp;
   <br/>
   <br/>
  </span>
 </span>
 <span>
  <span>
   <strong>
    Job Description:&nbsp;
   </strong>
  </span>
 </span>
 <ul>
  <li>
   Documented experience with the following supported systems:
   <ul>
    <li>
     Laptops and desktops running Windows or macOS
    </li>
    <li>
     Microsoft Office suite
    </li>
    <li>
     Google Workspace (formerly G Suite)
    </li>
    <li>
     Single point of contact (SPOC) help desk systems
    </li>
    <li>
     Adobe Acrobat
    </li>
    <li>
     Networked printers, copiers, scanners, and individual desk-side printers
    </li>
    <li>
     Avaya Voicemail System
    </li>
    <li>
     NMB-specific systems, including but not limited to: Knowledge Store, Arbitration Workstation, Beyond Trust, Physical Access Control System (PACS) &ndash; CCure, KnowBe4, Own Backup, Verizon Wireless, Ivanti Neurons/MobileIron and Mediation Case Management System
    </li>
    <li>
     GitHub
    </li>
    <li>
     Cellphones (Apple (iOS) and Samsung (Android))
    </li>
    <li>
     Tools &ndash;Burp suite, Certificates, CrowdStrike-, JAWS, Logs Explorer, Qualys, Uptime, WinZip, Yubikey, Lookout for Mobile Threat Defense
    </li>
    <li>
     Asset Management
    </li>
   </ul>
  </li>
  <li>
   In addition to laptops, the help desk shall support NMB-supplied tablets and mobile phones for designated NMB users.&nbsp;
  </li>
  <li>
   Provide basic configuration and access assistance, including help with setting up email accounts, calendars, access credentials, and data encryption
  </li>
  <li>
   Configuration management duties include maintaining and documenting a Standard Operating Environment for NMB supplied devices, performing software patching and upgrades, and delivering real-time online support for remote users.&nbsp;
  </li>
  <li>
   Provide Support for LAN firewall, network devices, and routers that provide wireless internet connectivity for staff and guests.&nbsp;
  </li>
  <li>
   The contractor shall maintain a detailed log of all service requests and their resolutions in NMB-designated system. A weekly report summarizing help desk support activities shall be submitted
  </li>
 </ul>
 <span>
  <span>
   <strong>
    Qualifications:&nbsp;
   </strong>
  </span>
 </span>
 <ul>
  <li>
   <span>
    <span>
     <u>
      Education/Experience
     </u>
     : &nbsp;A degree in Computer Science, Information Systems, Software Engineering or other related analytical, scientific or technical discipline. A BS/BA is highly preferred.
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <u>
      Certifications:&nbsp;
     </u>
     CompTIA A+ or Google IT Support Professional Certification highly preferred,&nbsp;&nbsp;ITIL Certification highly preferred.
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     <u>
      Experience:&nbsp;
     </u>
     Must have five (5) years of continuous experience in performing Help Desk Support role and duties.
    </span>
   </span>
   <ul>
    <li>
     <span>
      <span>
       Ability to work independently and also collaborate with application developers, engineers and others.
      </span>
     </span>
    </li>
    <li>
     <span>
      <span>
       Must be motivated and results oriented.
      </span>
     </span>
    </li>
    <li>
     <span>
      <span>
       Must possess effective written and oral communication skills.&nbsp;
      </span>
     </span>
    </li>
   </ul>
  </li>
  <li>
   <u>
    Citizenship:&nbsp;
   </u>
   Must be a US Citizen
  </li>
 </ul>
 <p>
  <span>
   <span>
    <strong>
     SPECIAL NOTES&nbsp;
    </strong>
   </span>
  </span>
 </p>
 <ul>
  <li>
   <span>
    <span>
     This position is contingent upon contract award&nbsp;
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     Salary Range: $65,000-$85,000
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     Selected candidate must be able to start within&nbsp;14 days&nbsp;of offer acceptance&nbsp;
    </span>
   </span>
  </li>
  <li>
   <span>
    <span>
     Position&nbsp;requires&nbsp;on-site presence; remote work is not available&nbsp;
    </span>
   </span>
  </li>
 </ul>
 <p>
 </p>
 <p>
  <span>
   <span>
    Resolution Think LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.&nbsp;
   </span>
  </span>
 </p>
</div>


Help Desk Technician

Council On Foreign Relations

<div>Position Summary:
<div>
The Council on Foreign Relations is seeking a Senior Help Desk Technician to join a collaborative technology team. In this role, you will serve as a key resource for CFR staff, delivering tier 2 technical support across computer systems, software applications, mobile devices, and the Microsoft Teams Phone system. You will also play an integral part in supporting institutional meetings and functions, managing the physical relocation and connection of workstations and networking equipment, and overseeing the configuration and repair of computer and networking equipment.</div><div></div><div><br>
This full-time position is based in CFR&rsquo;s New York City or Washington D.C. office on a hybrid basis. CFR currently defines hybrid status as working at least three days a week onsite, with Tuesdays and Thursdays considered institutional anchor days where all staff are required to be onsite. This hybrid schedule is subject to change.</div>
Essential Functions/Responsibilities:
<ul><li>Provide second-tier technical support and assistance to CFR staff.</li><li>
Diagnose and resolve technical issues reported by users. Provide guidance and support to users who require assistance with hardware, software, network, or other technology-related issues.</li><li>
Log and track support requests in the Fresh Service ticketing system. Maintain detailed records of user interactions, including the nature of the problem, steps taken to resolve it, and any solutions provided.</li><li>
Maintain and configure computer software and hardware systems. This includes installing and updating software applications, troubleshooting hardware malfunctions, performing routine maintenance tasks, and ensuring systems are up to date with the latest security patches.</li><li>
Collaborate with other IT professionals, such as network administrators, system administrators, and cybersecurity analysts, to help resolve complex issues.</li><li>
Maintain software and hardware asset inventory.</li><li>
Manage the relocation of computer equipment.</li><li>
Build on technical knowledge base through department sponsored training and reading of industry-related publications.</li></ul>
Minimum Qualifications:
<div><b>
Experience</b></div><ul><li>
At least 3 years of experience in a help desk or technical support role.</li><li>
Demonstrated experience supporting M365 applications, Microsoft Active Directory, and MacOS is required.</li><li>
Experience with mobile device management software (i.e Jamf and Intune)</li><li>
Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, are a plus.</li><li>
BA in computer science, IT, or related field is preferred but not required.</li><li>
Demonstrated experience with help desk ticketing systems and remote support tools.</li></ul><div></div><div><b><br>
Related Skills &amp; Other Requirements</b></div><ul><li>
Excellent interpersonal and communication skills</li><li>
Customer-focused with a commitment to high-quality service.</li><li>
The ability to analyze and evaluate user-reported problems, identify patterns, and apply technical knowledge to develop effective solutions.</li><li>
Ability to work independently with proven ability to problem solve; strong critical thinking skills</li><li>
Exceptional organizational skills, along with strong follow-through and attention to detail</li><li>
A willingness and ability to learn and adapt to modern technologies, software applications, and industry trends. Keeping up with advancements through self-study, certifications, and training programs</li><li>
Ability to provide on-call help desk support at least one weekend per quarter</li><li>
Ability to lift and carry equipment up to 50 pounds in weight</li></ul>
Required Application Materials:
<div>
Please submit a r&eacute;sum&eacute;.</div>
Compensation and Benefits:
<ul><li>The full-time annual compensation range for this position is $70,000 &ndash; $85,000, depending on experience.</li><li>
In addition to competitive salaries, the Council on Foreign Relations offers a benefits package that is among the best offered by nonprofit institutions today, including an award-winning health and wellness program, an on-site fitness center, and generous leave policies and health insurance programs.</li></ul>
About CFR:
<div>
The Council on Foreign Relations (CFR) is committed to fostering a foreign policy community in the United States that is more representative of American society, recognizing that diverse backgrounds and perspectives contribute to broader, more informed participation in the foreign policy debate and lead to an enhanced understanding of the world and the United States&rsquo; role therein. To that end, CFR is dedicated to continuing to advance diversity, equity, and inclusion throughout its work and workplace by building a more diverse membership and staff, producing and dispensing thoughtful analysis on a broad range of foreign policy issues, and developing relevant, wide-reaching programming that also serves to expand the foreign policy talent pipeline to underrepresented populations.</div></div>

Senior Help Desk Technician

<div>Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional technical, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners.<br>
<br>
We are seeking highly skilled and detail-oriented Help Desk Technician located in Washington, DC. This position requires a range of technical tasks and skills to support the center and it's operations.<br>
<br>
<b>Job Description:</b><ul><li>
Documented experience with the following supported systems:<ul><li>
Laptops and desktops running Windows or macOS</li><li>
Microsoft Office suite</li><li>
Google Workspace (formerly G Suite)</li><li>
Single point of contact (SPOC) help desk systems.</li><li>
Adobe Acrobat</li><li>
Networked printers, copiers, scanners, and individual desk-side printers</li><li>
Avaya Voicemail System</li><li>
NMB-specific systems, including but not limited to: Knowledge Store, Arbitration Workstation, Beyond Trust, Physical Access Control System (PACS) &ndash; CCure, KnowBe4, Own Backup, Verizon Wireless, Ivanti Neurons/MobileIron and Mediation Case Management System</li><li>
GitHub</li><li>
Cellphones (Apple (iOS) and Samsung (Android))</li><li>
Tools &ndash;Burp suite, Certificates, CrowdStrike-, JAWS, Logs Explorer, Qualys, Uptime, WinZip, Yubikey, Lookout for Mobile Threat Defense</li><li>
Asset Management</li></ul></li><li>
In addition to laptops, the help desk shall support NMB-supplied tablets and mobile phones for designated NMB users.</li><li>
Provide basic configuration and access assistance, including help with setting up email accounts, calendars, access credentials, and data encryption.</li><li>
Configuration management duties include maintaining and documenting a Standard Operating Environment for NMB supplied devices, performing software patching and upgrades, and delivering real-time online support for remote users.</li><li>
Provide Support for LAN firewall, network devices, and routers that provide wireless internet connectivity for staff and guests.</li><li>
The contractor shall maintain a detailed log of all service requests and their resolutions in NMB-designated system. A weekly report summarizing help desk support activities shall be submitted</li></ul><b>
Qualifications:</b><ul><li>
Education/Experience: A degree in Computer Science, Information Systems, Software Engineering or other related analytical, scientific or technical discipline. A BS/BA is highly preferred.</li><li>
Certifications: CompTIA A+ or Google IT Support Professional Certification highly preferred, ITIL Certification highly preferred.</li><li>
Experience: Must have five (5) years of continuous experience in performing Help Desk Support role and duties.<ul><li>
Ability to work independently and also collaborate with application developers, engineers and others.</li><li>
Must be motivated and results oriented.
</li><li>Must possess effective written and oral communication skills.</li></ul></li><li>
Citizenship: Must be a US Citizen</li></ul><p><b>
SPECIAL NOTES</b></p><ul><li>
This position is contingent upon contract award</li><li>
Salary Range: $65,000-$85,000</li><li>
Selected candidate must be able to start within 14 days of offer acceptance</li><li>
Position requires on-site presence; remote work is not available</li></ul><p></p><p>
Resolution Think LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.</p><p>
</p><p>dWXYkHI3v8</p></div>

Aardwolf Consulting LLC

<div>
 <strong>
  About Aardwolf Consulting
  <br/>
  <br/>
 </strong>
 Aardwolf Consulting is an IT services firm supporting federal government clients. Our tagline is simple:
 <em>
  Sleep well at night.
 </em>
 We deliver reliable, secure IT operations so our clients can focus on their mission.
 <br/>
 <br/>
 <strong>
  Position Overview
  <br/>
  <br/>
 </strong>
 We're looking for a sharp, customer-focused Help Desk Technician to provide Tier I and Tier II support in a hybrid federal environment. You'll be the first and second line of defense for end users &mdash; resolving issues over the phone and via ticket. This role requires real technical aptitude and a willingness to learn fast.
 <br/>
 <br/>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must have an active Public Trust Clearance*
   <br/>
   <br/>
  </li>
 </ul>
 This position requires full-time, on-site presence at the client site during an initial 6-month onboarding period (Monday-Friday, 11:30 AM-8:00 PM). Upon successful completion of the onboarding period, the schedule transitions to a hybrid arrangement with approximately 50% remote and 50% on-site.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide Tier I and Tier II technical support via phone, email, and ServiceNow ticketing system
  </li>
  <li>
   Troubleshoot hardware, software, and connectivity issues for Windows endpoints and M365 applications (Outlook, Teams, SharePoint, OneDrive)
  </li>
  <li>
   Manage and resolve ServiceNow incidents and service requests within established SLAs
  </li>
  <li>
   Perform account administration in Active Directory / Azure AD (password resets, group memberships, access provisioning)
  </li>
  <li>
   Support M365 licensing, mailbox configuration, and Teams/SharePoint issues
  </li>
  <li>
   Document troubleshooting steps and resolutions clearly in ServiceNow
  </li>
  <li>
   Escalate complex issues appropriately while maintaining ownership of the ticket
  </li>
  <li>
   Assist with onboarding/offboarding and endpoint setup
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Required Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must be a US Citizen with an active Public Trust clearance
  </li>
  <li>
   Strong working knowledge of Windows 11 and Microsoft 365 suite
  </li>
  <li>
   Familiarity with ServiceNow or a comparable ITSM platform
  </li>
  <li>
   Understanding of Active Directory / Azure AD basics
  </li>
  <li>
   Excellent phone presence and communication skills &mdash; you'll spend significant time supporting users verbally
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900, etc.)
  </li>
  <li>
   Experience supporting federal government environments
  </li>
  <li>
   Familiarity with Intune / endpoint management
   <br/>
   <br/>
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  Benefits
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 Competitive salary commensurate with experience. Full benefits package including health, dental, vision, and 401(k).
</div>


Help Desk Technician - Tier I/II

Chenega Corporation

<div>Overview:
<div><b>
Mid-level Help Desk Support Technician</b></div><div></div><div><b><br>
Navy Yard, Washington, DC</b></div><div></div><div><br>
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer&rsquo;s core culture? If so, Chenega Military, Intelligence &amp; Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!</div><div></div><div><br>
The <b>Mid-level Help Desk Support Technician</b> provides support to distributed PC/networking environments, including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation and configuration.</div>
Responsibilities:
<ul><li>Perform technical, operational, and training support to users of personal computers either by telephone or on-site for PC desktop hardware and software packages.
</li><li>Install and test personal computers, printers, and other peripherals, configure the operating system, and load shrink-wrap programs and other application software programs.
</li><li>Troubleshoot computer problems, perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participate in the evaluation of system configuration and software.</li><li>
Other duties as assigned.</li></ul>
Qualifications:
<ul><li>Associate degree from an accredited institution with 3+ years of experience OR</li><li><ul><li>
Bachelor&rsquo;s degree (preferred)
</li></ul></li><li>High school diploma or GED equivalent, and an additional 5+ years of experience can be substituted for a degree</li><li>
CompTIA Certification A+, Network+, or Security+</li><li>
Secret clearance required</li></ul><div></div><div><b><br>
Knowledge, Skills, and Abilities:</b></div><ul><li>
Understanding of desktops, peripherals, operating systems (Windows, macOS), and software applications.</li><li>
Techniques for diagnosing and resolving hardware, software, and network issues.</li><li>
Familiarity with installing and configuring PCs, printers, OS, and application software.</li><li>
Basics of antivirus, firewalls, and data protection.</li><li>
Ability to identify and fix hardware, software, and network issues.</li><li>
Strong communication skills for helping users, both remotely and in person.</li><li>
Hands-on skills to set up and configure PCs, peripherals, and software.</li><li>
Analytical thinking for quick and effective issue resolution.</li><li>
Ability to prioritize tasks and manage multiple support requests.</li><li>
Quick learner in new technologies and systems.</li><li>
Careful installation, configuration, and documentation to avoid errors.</li><li>
Ability to explain technical processes in a simple, user-friendly way.</li><li>
Managing multiple technical issues simultaneously without loss of quality.</li></ul><div><b>
How you&rsquo;ll grow</b></div><div>
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there&rsquo;s always room to learn.</div><div></div><div><br>
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.</div><div></div><div><b><br>
Benefits</b></div><div>
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.</div><div>
Learn more about what working at Chenega MIOS can mean for you.</div><div></div><div><b><br>
Chenega MIOS&rsquo;s culture</b></div><div>
Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.</div><div></div><div><b><br>
Corporate citizenship</b></div><div>
Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.</div><div>
Learn more about Chenega&rsquo;s impact on the world.</div><div>
Chenega MIOS News- https://chenegamios.com/news/</div><div></div><div><b><br>
Tips from your Talent Acquisition Team</b></div><div>
We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:</div><div>
Chenega MIOS web site - www.chenegamios.com</div><div>
Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm</div><div>
LinkedIn - https://www.linkedin.com/company/1472684/</div><div>
Facebook - https://www.facebook.com/chenegamios/</div><div></div><div><br>
#Chenega Defense &amp; Aerospace Solutions, LLC</div>
Teleworking Permitted?: false</div>

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