IT Support Technician

Talascend is currently seeking an IT Support Technician for a contract opportunity with our client in Washington, DC. Must have an Active US Public Trust.

Overview

The IT Support Technician provides second-level end-user support for personnel, resolving complex hardware, software, and connectivity issues that cannot be resolved at first contact. This role supports service delivery objectives by restoring service quickly, maintaining accurate ticket records, and meeting service level expectations for incidents and requests.

The technician performs desk-side and service desk support, including workstation imaging, deployment, and enterprise software/peripheral configuration, collaborating with senior technicians and cross-functional IT teams.

Responsibilities

• Provide second-level technical support for end users across hardware, software, peripheral, and connectivity issues.
• Troubleshoot and resolve complex operating system and application issues on Windows and macOS endpoints.
• Deliver support during assigned call-in and walk-in service desk coverage windows, restoring user productivity through timely diagnosis and resolution.
• Escalate unresolved incidents to appropriate teams with complete technical details and troubleshooting history.
• Manage incident and request tickets in the enterprise ticketing system, ensuring accurate categorization, prioritization, and documentation.
• Maintain ticket lifecycle ownership from assignment through closure in accordance with SLA targets.
• Coordinate with internal support teams and external support groups to ensure timely resolution of escalated work.
• Capture clear resolution notes and trend indicators to support service quality reporting and process improvement.
• Perform workstation imaging, provisioning, and deployment for new and replacement devices.
• Configure and support peripherals and enterprise-standard software packages for users.
• Validate endpoint readiness, including required configurations and secure connectivity to services.
• Assist with hardware refresh, device swaps, and asset lifecycle activities.
• Assist with user training, support documentation, and troubleshooting steps to improve support workflows.
• Partner with senior technicians and engineering teams to identify recurring issues and recommend improvements.
• Participate in continuous service improvement activities.

Qualifications

• Bachelor's degree.
• Minimum 4 years of IT support experience in a service desk or desk-side environment.
• Strong knowledge of Windows and macOS operating systems, hardware troubleshooting, and enterprise applications.
• Familiarity with ITIL processes and ticketing systems (e.g., ServiceNow).
• Technical Skills include Windows and macOS endpoint troubleshooting, hardware diagnostics, peripheral support, ServiceNow or similar platform, ITIL practices, workstation imaging and deployment.
• U.S. Citizenship and the ability to obtain and maintain Public Trust clearance.

Preferred Qualifications

• Experience supporting federal civilian agency users in high-visibility environments.
• ITIL 4 Foundation certification.
• Experience supporting VIP users and high-priority incidents.
• Familiarity with enterprise endpoint management and collaboration platforms (e.g., Microsoft Intune, Microsoft 365).
• Certifications such as CompTIA A+, Microsoft endpoint support, or Microsoft 365 Certified: Endpoint Administrator Associate.

Telework is not permitted, and standard work hours are expected. Support may require participation in on-call or surge activities depending on operational needs.

We thank all applicants for their interest. However, only those qualified individuals who closely meet the

qualifications of the position will be contacted. The details of the position are only a summary, other

duties may be assigned as necessary.

Background Check and Drug Screen may be required.

Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race,

religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or

veteran status.