Desktop Support Technician

About the role

The Desktop Support Technician - Level 1 position requires a strong foundation in technical support, with a focus on troubleshooting and resolving issues related to hardware, software, and basic network configurations.

Responsibilities

• Diagnose and resolve hardware and software issues for end users
• Provide basic networking assistance, including IP and DNS configuration
• Implement and enforce basic cybersecurity measures such as Multi-Factor Authentication (MFA) and educate users on phishing risks
• Utilize ServiceNow ticketing system for tracking and managing support requests
• Troubleshoot Palo Alto Network Global Protect client issues on Windows endpoints
• Resolve issues on Microsoft Windows 11 operating systems
• Support Microsoft M365 productivity software, including Outlook, OneDrive, and Teams

Experience

• Experience with troubleshooting Palo Alto Network Global Protect client issues on Windows endpoints
• Experience with troubleshooting issues on Microsoft Windows 11 operating systems
• Experience with Microsoft M365 productivity software

Nice to haves

• CompTIA A+ Certification
• MICROSOFT 365 Certified: Fundamentals Certification
• Experience using ConnectWise Remote Support Software
• Experience using CyberArk Workforce Password Management Software
• Experience troubleshooting Citrix VDIs

Pay

Competitive compensation package based on experience and qualifications.

Schedule

Fully onsite, 5 days a week in Vienna, Virginia.

Benefits

Comprehensive benefits package including health insurance, retirement plans, and paid time off.