TDB Communications Inc.
IT Support Specialist Tier I
TDB Communications Inc., Washington, District of Columbia, us, 20022
Tier 1 Support Technician
Location: Hybrid – Washington, D.C. (NoMa). Employment Type: Full-Time. Compensation: $27.00 – $33.33 per hour.
The Tier 1 Support Technician provides first line technical support for TDB's employees and systems. Responsibilities include monitoring and triaging helpdesk tickets, resolving common user issues, escalating complex problems, managing equipment logistics, system imaging, and hardware lifecycle management. The role requires regular in‑office presence to handle hardware preparation, imaging, and in‑person support.
Primary Responsibilities
Serve as the initial point of contact for IT support requests through the helpdesk system.
Review, triage, and prioritize tickets based on established issue types and escalation guidelines.
Provide support for password resets, MFA issues, account lockouts, connectivity issues, and general hardware/software troubleshooting.
Perform basic hardware repairs on laptops, including replacing memory chips, applying thermal paste, and swapping SSD/NVMe.
Create and maintain standardized system images.
Use approved remote support tools to assist employees and efficiently resolve issues.
Escalate issues outside Tier 1 scope to Tier 2 or Tier 3 engineers with detailed notes.
Track and document all support activities, resolutions, and communications within the ticketing system.
Image, configure, and deploy laptops and peripherals for new hires and replacements.
Wipe and re‑provision returned hardware to corporate standards.
Maintain inventory of laptops, peripherals, and related assets.
Coordinate shipping of new or replacement equipment for remote and hybrid employees.
Ensure all new employees have fully functional equipment, access, and accounts prior to their start date.
Assist with software installations, driver updates, and basic endpoint troubleshooting.
Participate in recurring asset, user account, and endpoint compliance audits.
Maintain a clean and organized workspace for hardware storage and preparation.
Provide in‑person technical support during assigned on‑site workdays.
Perform other IT duties as assigned by IT leadership.
Technical Environment
Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint, Azure AD)
Windows 11 and macOS endpoint systems
Zendesk or comparable ticketing system
Endpoint security and device management tools (Intune or similar)
Remote support utilities (Quick Assist, Teams, or comparable platforms)
Standard office peripherals (docking stations, monitors, printers, scanners)
Qualifications Requirements
1-4 years of experience in IT support, helpdesk, or desktop support.
Ability to troubleshoot and resolve basic hardware and software issues.
Working knowledge of Microsoft 365 administration and user account support.
Experience with imaging, device setup, and hardware preparation.
Strong written and verbal communication skills.
Excellent documentation, organization, and time‑management abilities.
Ability to manage multiple priorities in a fast‑paced environment.
Professional, customer‑focused demeanor.
Ability to work on‑site in Washington, D.C. two to three days per week.
Physical Requirements
Lift, carry, and move computer equipment up to 30 pounds.
Bend, kneel, and reach when installing or connecting devices.
Sit or stand for extended periods while working on a computer.
Walk or move throughout the office to provide in‑person support.
View a computer monitor for prolonged periods and perform fine motor tasks such as typing and cable handling.
Preferred Qualifications
CompTIA A+ certification or equivalent foundational credential.
Experience supporting hybrid or remote workforces.
Familiarity with Active Directory, Azure AD (Entra), and basic networking concepts (DNS, DHCP, VPN).
Understanding of endpoint compliance and security protocols.
Experience using PowerShell or other scripting tools for basic administrative tasks.
Working Conditions
Hybrid work schedule with required on‑site presence at the Washington, D.C. (NoMa) office two to three days per week.
Work performed in a standard office environment with typical IT equipment.
Role involves regular interaction with employees, both in‑person and via remote communication tools.
Tasks may require extended periods of sitting, standing, or viewing a computer screen.
Occasional walking or movement throughout the office is required.
Work environment may include moderate noise levels typical of an office setting.
Occasional after‑hours or weekend availability may be required for urgent support or scheduled maintenance.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervision Received This position works under general supervision and in coordination with Tier 2 and Tier 3 support staff.
Work Authorization TDB Communications complies with all federal employment eligibility requirements. Applicants must be legally authorized to work in the United States at the time of hire. TDB Communications is not able to provide work authorization sponsorship for this position.
Background Investigation Employment is contingent upon successfully completing a background investigation consistent with federal contracting requirements. Continued employment may require the ability to obtain and maintain a Public Trust clearance or other government suitability determination if assigned to projects that require it.
Equal Employment Opportunity TDB Communications is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected class in accordance with applicable federal, state, and local laws.
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The Tier 1 Support Technician provides first line technical support for TDB's employees and systems. Responsibilities include monitoring and triaging helpdesk tickets, resolving common user issues, escalating complex problems, managing equipment logistics, system imaging, and hardware lifecycle management. The role requires regular in‑office presence to handle hardware preparation, imaging, and in‑person support.
Primary Responsibilities
Serve as the initial point of contact for IT support requests through the helpdesk system.
Review, triage, and prioritize tickets based on established issue types and escalation guidelines.
Provide support for password resets, MFA issues, account lockouts, connectivity issues, and general hardware/software troubleshooting.
Perform basic hardware repairs on laptops, including replacing memory chips, applying thermal paste, and swapping SSD/NVMe.
Create and maintain standardized system images.
Use approved remote support tools to assist employees and efficiently resolve issues.
Escalate issues outside Tier 1 scope to Tier 2 or Tier 3 engineers with detailed notes.
Track and document all support activities, resolutions, and communications within the ticketing system.
Image, configure, and deploy laptops and peripherals for new hires and replacements.
Wipe and re‑provision returned hardware to corporate standards.
Maintain inventory of laptops, peripherals, and related assets.
Coordinate shipping of new or replacement equipment for remote and hybrid employees.
Ensure all new employees have fully functional equipment, access, and accounts prior to their start date.
Assist with software installations, driver updates, and basic endpoint troubleshooting.
Participate in recurring asset, user account, and endpoint compliance audits.
Maintain a clean and organized workspace for hardware storage and preparation.
Provide in‑person technical support during assigned on‑site workdays.
Perform other IT duties as assigned by IT leadership.
Technical Environment
Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint, Azure AD)
Windows 11 and macOS endpoint systems
Zendesk or comparable ticketing system
Endpoint security and device management tools (Intune or similar)
Remote support utilities (Quick Assist, Teams, or comparable platforms)
Standard office peripherals (docking stations, monitors, printers, scanners)
Qualifications Requirements
1-4 years of experience in IT support, helpdesk, or desktop support.
Ability to troubleshoot and resolve basic hardware and software issues.
Working knowledge of Microsoft 365 administration and user account support.
Experience with imaging, device setup, and hardware preparation.
Strong written and verbal communication skills.
Excellent documentation, organization, and time‑management abilities.
Ability to manage multiple priorities in a fast‑paced environment.
Professional, customer‑focused demeanor.
Ability to work on‑site in Washington, D.C. two to three days per week.
Physical Requirements
Lift, carry, and move computer equipment up to 30 pounds.
Bend, kneel, and reach when installing or connecting devices.
Sit or stand for extended periods while working on a computer.
Walk or move throughout the office to provide in‑person support.
View a computer monitor for prolonged periods and perform fine motor tasks such as typing and cable handling.
Preferred Qualifications
CompTIA A+ certification or equivalent foundational credential.
Experience supporting hybrid or remote workforces.
Familiarity with Active Directory, Azure AD (Entra), and basic networking concepts (DNS, DHCP, VPN).
Understanding of endpoint compliance and security protocols.
Experience using PowerShell or other scripting tools for basic administrative tasks.
Working Conditions
Hybrid work schedule with required on‑site presence at the Washington, D.C. (NoMa) office two to three days per week.
Work performed in a standard office environment with typical IT equipment.
Role involves regular interaction with employees, both in‑person and via remote communication tools.
Tasks may require extended periods of sitting, standing, or viewing a computer screen.
Occasional walking or movement throughout the office is required.
Work environment may include moderate noise levels typical of an office setting.
Occasional after‑hours or weekend availability may be required for urgent support or scheduled maintenance.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervision Received This position works under general supervision and in coordination with Tier 2 and Tier 3 support staff.
Work Authorization TDB Communications complies with all federal employment eligibility requirements. Applicants must be legally authorized to work in the United States at the time of hire. TDB Communications is not able to provide work authorization sponsorship for this position.
Background Investigation Employment is contingent upon successfully completing a background investigation consistent with federal contracting requirements. Continued employment may require the ability to obtain and maintain a Public Trust clearance or other government suitability determination if assigned to projects that require it.
Equal Employment Opportunity TDB Communications is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected class in accordance with applicable federal, state, and local laws.
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