Sign upLog in

DCA IT Service Desk Technician

LanceSoft Inc

Atlanta, GA

Apply
JOB DETAILS
SALARY
$27–$27.50 Per Hour
SKILLS
2nd Level Support, Analysis Skills, Asset Management, Asset Management Software, Authentication, Best Practices, Cisco Network Systems, Cloud Computing, Communication Skills, Computer Maintenance, Computer Science, Computer Workstations, Customer Support/Service, Desktop PC, Enterprise Applications, Equipment Replacement, Establish Priorities, Help Desk, High School Diploma, Hybrid Cloud, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Internet Security, Inventory Management, Inventory Reports, Knowledge Management, Laptop PC, Licensing, Local Government, Maintenance Services, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Applications, Multitasking, Network Connectivity, Onboarding, Printers, Printing, Problem Solving Skills, Quality Management, Reconciliation, Service Level Agreement (SLA), ServiceNow, Software Administration, State Government, Technical Support, Telecommunications, Time Management, VPN (Virtual Private Network), WebEx
LOCATION
Atlanta, GA
POSTED
Today
Job Description:
Agency: Department of Community Affairs (DCA)
The IT Service Desk Technician provides first- and second-level technical support to agency employees by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This position serves as the primary point of contact for IT support requests, ensuring timely resolution of incidents and service requests while delivering exceptional customer service. The technician supports endpoint devices, Microsoft 365 services, identity management, asset lifecycle processes, and enterprise business applications in a hybrid IT environment.

Essential Duties and Responsibilities:
Customer Support
• Serve as the first point of contact for IT incidents, service requests, and technical inquiries.
• Provide remote, phone, email, chat, and desk-side technical support to end users.
• Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
• Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.
• Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).

Incident, Request & Problem Management
• Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
• Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
• Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
• Monitor ticket queues and ensure timely follow-up and closure.

Endpoint & Device Support
• Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
• Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.
• Support printers, scanners, webcams, docking stations, and other peripheral devices.
• Perform workstation moves, adds, changes, and equipment replacements.

Identity & Access Management
• Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
• Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
• Assist with onboarding, offboarding, and access provisioning activities.

Microsoft 365 Support
• Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
• Assist users with collaboration tools and cloud-based productivity applications.
• Troubleshoot synchronization, licensing, and authentication issues.

Hardware Asset Management
• Receive, inventory, assign, track, and recover IT assets.
• Maintain accurate hardware inventory records within ServiceNow Asset Management.
• Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
• Assist with inventory audits and asset reconciliation.

Collaboration
• Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
• Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.

Minimum Qualifications
• High School Diploma or GED.
• Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.
OR
• Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.

Preferred
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• Experience supporting state or local government environments.

Preferred Technical Experience
Experience supporting:
• Microsoft Windows 11
• Microsoft 365
• Microsoft Teams
• Microsoft Outlook
• Microsoft Entra ID (Azure AD)
• Active Directory
• Microsoft Intune
• Windows Autopilot
• ServiceNow
• Cisco Webex
• VPN technologies
• Multifactor Authentication (MFA)
• Network printers
• Hybrid cloud environments
• Hardware Asset Management (HAM)
• Basic Software Asset Management (SAM)

Knowledge, Skills, and Abilities
• Strong customer service and communication skills.
• Excellent troubleshooting and analytical skills.
• Ability to diagnose hardware, software, and network issues.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong documentation and organizational skills.
• Ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively within a team.
• Knowledge of ITIL service management principles.

Required / Desired Skills
SkillRequired / DesiredAmountof Experience
Two (2) years of experience providing technical support in a Help Desk or Service Desk environment.Required2Years
Experience supporting Microsoft Windows 11, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Entra ID (Azure ADHighly desired2Years

About the Company

L

LanceSoft Inc

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.lancesoft.com/

Resume Resources

Free Resume TemplatesFree Resume Builder