Desktop Support Technician I

In this entry-level role, you will support end users with Tier 1 desktop and productivity needs across onsite and remote environments in Chantilly, Virginia. The position focuses on troubleshooting common hardware, software, and access issues, while also helping prepare, deploy, and manage company IT equipment.

Location and Schedule

Chantilly, VA (onsite). This role may include occasional offsite support, with some travel required and reliable transportation needed.

Compensation

Hourly pay rate: USD 26 - 31.

Role Summary

You will provide frontline IT support for desktops, laptops, printers, connectivity, and Microsoft 365-related concerns. Responsibilities also include creating and maintaining help desk tickets, assisting with new hire onboarding and offboarding tasks, and supporting basic device management activities under direction from senior IT staff.

Key Responsibilities

• Act as the frontline point of contact for Tier 1 IT support requests via the help desk ticketing system, email, phone, and in-person submissions.
• Provide basic troubleshooting and technical assistance for desktops, laptops, printers, monitors, docking stations, peripherals, mobile devices, and other end-user equipment.
• Support common Microsoft 365 applications including Outlook, Teams, and OneDrive, along with other productivity applications.
• Troubleshoot basic user account, login, password, MFA, VPN, and remote-access issues.
• Prepare, configure, and deploy laptops and other IT equipment for new and existing employees.
• Support onboarding and offboarding activities, including equipment preparation, setup, collection, and updates to inventory records.
• Assist with Microsoft Intune device enrollment and basic device management tasks under the direction of senior IT staff.
• Provide basic troubleshooting for wired and wireless network connectivity, escalating network-related issues when needed.
• Help with printer installation, configuration, connectivity, and general troubleshooting.
• Support both onsite and remote employees with technical assistance.
• Create, update, and close help desk tickets with accurate documentation of reported issues, troubleshooting steps, and resolutions.
• Follow established IT procedures, security policies, and standard operating procedures when working with users and company-owned devices.
• Escalate unresolved issues from the Tier 1 level to the appropriate IT team member, including complete documentation of what has already been attempted.
• Assist with maintaining IT equipment inventory and tracking assigned company assets.
• Support basic conference room and audiovisual setup and troubleshooting for meetings and presentations.
• Perform other IT support duties and participate in IT projects as assigned.

Required Education

Associate or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related technical field.

Required Qualifications

• Basic understanding of computer hardware, software, and operating systems.
• Basic familiarity with Microsoft Windows.
• Basic familiarity with Microsoft 365 applications such as Outlook, Teams, and OneDrive.
• General understanding of computer networking concepts is preferred.
• Interest in learning enterprise IT technologies, including Microsoft Intune, Microsoft Entra ID, Microsoft 365 administration, VPN technologies, and endpoint security.
• Ability to troubleshoot technical issues using logical, methodical problem-solving techniques.
• Ability to follow documented procedures and technical instructions.
• Ability to recognize when an issue requires escalation to senior IT staff.
• Ability to communicate effectively with technical and non-technical employees.
• Ability to maintain accurate documentation and update help desk tickets.
• Ability to handle company and user information professionally and confidentially.
• Some travel may be required; must have reliable transportation for occasional offsite support requirements.

Technologies

• Microsoft 365
• Outlook
• Teams
• OneDrive
• Microsoft Intune
• Microsoft Entra ID
• VPN
• MFA
• Microsoft Windows

Benefits

• Company holidays
• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Life and disability insurance
• Tuition reimbursement
• 401K with company match