Service Desk Technician I

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Provide exceptional customer service and technical knowledge as the initial point of contact for clients' technology experiences.

• Respond to incoming client troubleshooting calls and emails.

• Offer support for both Windows and Apple devices.

• Collaborate with AI to validate and rectify automated solutions.

• Manage Tier 1/Tier 2 service desk tasks.

• Oversee client service tickets from triage to resolution or escalation while adhering to SLOs.

• Follow up on open tickets and keep clients updated on their status.

• Provision and deprovision user accounts as needed.

• Prepare laptops and desktops for deployment.

• Maintain precise and current client documentation.

• Record detailed and clear case notes in the Ntiva ticketing system.

• Identify and communicate potential issues or failure points in client systems and processes.

• Review, enhance, and create Standard Operating Procedures (SOPs).

• Utilize AI-assisted tools as the standard initial step for triage, troubleshooting, and drafting communications with clients.

• Test new internal AI features and workflows prior to broader implementation.

• Document successes, issues, and tuning requirements from AI testing.

• Identify recurring ticket trends that are suitable for AI automation.

• Refine prompts or logic for AI automation processes.

• Provide structured feedback to internal AI tooling teams regarding accuracy, tone, and overlooked edge cases.

• Mentor fellow technicians on the effective use of AI tools.

• Validate AI-recommended resolutions before applying them to client systems.

⛳️ Requirements

• 1–2 years of experience in an IT help desk role is required.

• An Associate’s or Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field is preferred.

• Candidates must reside in DC, Maryland, or Virginia.

• U.S. persons are encouraged to apply; sponsorship of an employment visa is not available.

• Proficient communication skills in English, both written and verbal, are essential.

• Ability to write business correspondence and process documentation effectively.

• Competence in presenting information and responding to inquiries from managers, clients, and the general public.

• A client-focused approach with a positive, service-oriented mindset.

• Strong problem-solving abilities and a curiosity about emerging AI tools and workflows.

• Comfortable testing evolving AI tools as an early adopter and providing actionable insights.

• Excellent organizational and time management skills.

• Superior written and verbal communication skills.

• Capability to assess the business impact of technical issues and solutions.

• Ability to contribute to a collaborative and supportive team environment.

• Strong attention to detail when validating AI-suggested resolutions.

• Basic understanding of how AI tools generate responses and where technician review is necessary.

• Competence in documenting processes, outcomes, and feedback regarding AI tools clearly.

• Ability to explain complex technical concepts to non-technical users.

• Familiarity with Office 365 and Exchange Online administration.

• Proficient in navigating and administering Active Directory.

• Working knowledge of Windows file shares, including SMB/CIFS.

• Solid troubleshooting skills across Microsoft desktop and server operating systems and common applications.

• Basic networking troubleshooting knowledge, including issues related to Wi-Fi, VPN, and DNS/DHCP connectivity.

• Desired certifications include CompTIA A+, Network+, and Security+.

• Preferred: Familiarity with Hyper-V or VMware consoles.

• Preferred: Intermediate knowledge of at least one cloud platform console.

• Preferred: Experience with software deployments.

• Preferred: Familiarity with VOIP phone support.

• Preferred: Prior exposure to prompt engineering, chatbot tuning, or AI-assisted workflows.

• Preferred: Awareness of data privacy and security best practices when utilizing AI tools with client data.

• Preferred: Basic exposure to scripting or automation, such as PowerShell or Python.

🏝️ Benefits

• Medical, Dental, and Vision coverage for employees and their families.

• 401k plan with company-matched contributions.

• 4% match on 5% contribution with no vesting period.

• Group Term Life and Accidental Death and Dismemberment coverage provided by the company.

• Short-Term Disability coverage available for voluntary enrollment.

• Long-Term Disability coverage provided by the company.

• Health Savings Account (HSA) Options / PPO Options.

• Employee Assistance Program.

• Paid Time Off (PTO).

• Volunteer Time Off (VTO).

• 8 Paid Holidays.

• 3 Floating Holidays.

• Education Reimbursement Program.

• Generous Employee Referral Program offering cash bonuses for successful referrals.

• Dynamic Recognition and Rewards.

• Clear paths for Promotion and Advancement.

• Opportunity to work with Industry-Leading Talent.

• One-time sign-on bonus of $5,000.

• Flexible remote work arrangements.