Provide day-to-day support for employees in a primarily Microsoft 365 environment as a Service Desk Technician in Reston, VA.

Act as a primary point of contact for technical assistance, troubleshooting, and resolution across Microsoft 365, Windows, macOS, desktop applications, hardware, peripherals, and connectivity.
Support the employee technology lifecycle: prepare and deploy equipment, provision accounts and access, assign licenses, and complete onboarding and offboarding activities.
Handle incidents and service requests from initial contact through resolution, maintaining clear ticket notes and accurate asset records.
Keep employees informed throughout the support process.
Escalate complex, recurring, security-related, or high-impact issues to the appropriate technical owner.
Improve support outcomes by identifying recurring problems, maintaining documentation, and creating knowledge articles and standard operating procedures.

Experience: 1–4 years in service desk, help desk, desktop support, or similar technical support.
Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
Experience supporting Windows desktops and laptops.
Troubleshooting experience for common issues involving hardware, software, connectivity, printing, and peripherals.
Experience preparing and deploying end-user equipment such as laptops, monitors, docks, headsets, and other peripherals.
Familiarity with user account provisioning, access changes, password resets, and multi-factor authentication.
Experience supporting employee onboarding and offboarding.
Ability to document troubleshooting steps, resolutions, and equipment assignments accurately.
Strong customer service and communication skills, including explaining technical issues in plain language.
Ability to prioritize multiple requests and manage work through a ticketing system.
Understand when to resolve, escalate, or involve another technical team.
Commitment to following security, privacy, and access-control procedures.

Experience administering Microsoft 365 through the Microsoft 365 admin centers.
Familiarity with Microsoft Entra ID, including users, groups, licenses, and authentication methods.
Experience with Microsoft Intune, Autopilot, or another endpoint management platform.
Experience supporting macOS, iOS, or Android devices.
Familiarity with SaaS application administration and access management.
Experience with IT asset inventory and hardware lifecycle management.
Basic understanding of networking concepts such as Wi-Fi, DNS, DHCP, and VPN connectivity.
Familiarity with ITIL concepts, incident management, and service request workflows.
Experience creating knowledge-base articles, standard operating procedures, or end-user guides.
Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, or equivalent practical experience.

Applications will be accepted on a rolling basis until the position is filled; candidates are encouraged to apply as early as possible for full consideration.

Service Desk Technician

Job Description