Analyst, Information Technology

Job Summary

We are seeking a motivated Desktop Support Technician to join our IT team. This role is responsible for providing first and second tier technical support, troubleshooting hardware/software issues, managing IT inventory, and ensuring smooth new hire setups at three client office locations. The ideal candidate should have experience with ServiceNow ITSM Incident Management, be detail-oriented, and maintain high standards of customer service while adhering to Service Level Agreements (SLAs).

Job Type: Full time/Permanent

Location: Washington DC, United States

Salary

Between USD 40,000 - 50,000/annum

This is a five-day-a-week in office role.

Must be eligible to work in the United States without visa sponsorship issues.

Key Responsibilities

Technical Support & Incident Management

• Provide first-level support for desktops, laptops, and peripheral devices (printers, monitors, docking stations, etc.) for onsite users in regional office.
• Provide second-level escalation support for remote and out of region users.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Fulfill standard IT requests within fulfillment time matrix.
• Engage with end user directly via instant messaging, email, telephone, portal, virtual chat, remote control tool, or other approved media to intake, diagnose, update, escalate, and resolve technical issues.
• Log, track, and manage tickets using ServiceNow ITSM to ensure timely resolution and proper documentation.
• Create, review, edit and update documentation for internal users and end users.
• Accurately track time and meet utilization goals.
• Escalate complex technical issues to support teams as necessary.
• Work from an intake queue to ensure proper adherence to SLA requirements for response and resolution times.
• Maintain a clean and tidy workspace free from clutter.
• Present according to Opensity business casual dress code (collared shirt or branded Opensity shirt)

New Hire Setups & IT Inventory Management

• Maintain accurate inventory control of IT assets, ensuring proper tracking and updates.
• Ship, receive, and manage IT equipment logistics, including remote employee device deployment and returns.
• Perform routine hardware audits and ensure compliance with asset management policies.
• Set up and configure new hire workstations, laptops, and user accounts targeting completion 1 week before their start date.
• Attend pre-onboarding calls as required
• Attend new user onboarding sessions for IT orientation. Ensure account access, systems access, hardware function, and troubleshoot in real time as needed.
• Set up and break down any service desk training sessions and rooms as required.

Remote & In-Office Support

• Travel to and between office locations using a personal vehicle.
• Provide on-site support Monday through Friday at three different client locations and/or an Opensity office location
• Assist remote users with troubleshooting via remote desktop tools and phone support.
• Support employees in resolving connectivity, VPN, and software access issues.

Required Skills & Qualifications

• 2+ years of experience in a Desktop Support or IT Help Desk in an on-site/in-person role required.
• Basic understanding of Windows, macOS, Office 365, VPN, and remote troubleshooting tools required.
• 2+ years of support for Mac OS (laptops, tablets, mobile devices) required.
• Jamf, Apple Business Manager and Apple remote device support required.
• Experience in inventory control and IT asset management.
• Proficiency in ServiceNow ITSM or similar ticketing system for incident and request management.
• Strong knowledge of SLA adherence and ability to prioritize tasks effectively.
• Excellent communication and customer service skills with a problem-solving mindset.
• A desire to help technical and non-technical users with IT issues.
• Experience communicating within a corporate environment.
• Thinking creatively on how to improve the user experience.
• Ability to lift and move IT equipment as needed.
• Adhere to company dress code (collared or Opensity branded shirt).

Preferred Qualifications

• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft and/or Apple Device Support certifications are a plus.
• Experience working in a corporate IT environment with ticketing system best practices.

What We Offer

• Opportunities for growth and learning in an IT career path.
• A collaborative and supportive work environment.

• Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.
• Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.