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(478) Service Desk Technician

Washington, DC

Company Summary

Arlo Solutions (Arlo) is an information technology consulting services company that specializes in delivering technology solutions. Our reputation reflects the high quality of the talented Arlo Solutions team and the consultants working in partnership with our customers. Our mission is to understand and meet the needs of both our customers and consultants by delivering quality, value-added solutions. Our solutions are designed and managed to not only reduce costs, but to improve business processes, accelerate response time, improve services to end-users, and give our customers a competitive edge, now and into the future. 

Position Description:

We are seeking a Service Desk Technician to join our dynamic IT support team. This role serves as the first point of contact for employees, handling technical support requests, troubleshooting issues, and ensuring smooth IT operations. The ideal candidate will have excellent problem-solving skills, a customer-first attitude, and a strong technical background.

Location:  Washington, D.C. (Hybrid)

Responsibilities and/or Success Factors: 

• Provide Technical Support: Serve as the first line of support for technical issues via phone, email, and ticketing system.

• Incident Resolution: Identify, diagnose, and resolve hardware, software, and network issues in a timely manner.

• Ticket Management: Track, prioritize, and document support requests using the internal ticketing system.

• User Account Management: Create, manage, and troubleshoot user accounts, permissions, and password resets.

• Software/Hardware Support: Install, configure, and maintain software, hardware, and peripheral devices.

• System Maintenance: Monitor system performance, escalate issues as needed, and ensure IT systems are operational.

• Collaboration & Escalation: Collaborate with other IT teams to resolve complex issues and escalate when necessary.

• Documentation: Maintain accurate records of support requests, solutions, and operational procedures.

• End-User Training: Provide training and guidance to end users on system use and best practices.


Required Qualifications:

 • Education: Associate degree in information technology, Computer Science, or related field (or equivalent experience).

• Experience: 1-2 years of experience in IT support or service desk roles.

Technical Skills:

• Proficiency in troubleshooting Windows, macOS, and mobile devices.

• Knowledge of Microsoft 365, Active Directory, and remote desktop tools.

• Familiarity with ticketing systems like ServiceNow, Zendesk, or Jira.

• Understanding of basic networking (TCP/IP, DNS, DHCP) and hardware components.


Preferred Qualifications:

• Certifications such as CompTIA A+, ITIL, or Microsoft certifications (e.g., MTA, MCP) are a plus.

• Experience with cloud platforms, such as Azure or Google Workspace, is beneficial. Soft Skills

• Strong customer service mindset with excellent communication skills.

• Ability to handle multiple priorities and meet deadlines.

• Analytical thinking with attention to detail.

• Patience and empathy when assisting users with varying technical skill levels

AAP Statement

We are proud to be an Affirmative Action and Equal Opportunity Employer and as such, we evaluate qualified candidates in full consideration without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, disability status, protected veteran status, and any other protected status.

 

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