Help Desk Technician I - Washinfgton DC

About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What to Expect:

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

How You'll Contribute:

The Help Desk Technician I provides first-line technical support to end-users, resolving hardware, software, network, and account-related issues. This role focuses on first-call resolution, accurate documentation, and timely escalation to higher-tier support when advanced troubleshooting is required.

Technicians in this position image and deploy workstations, support office and conference room technology, perform basic account administration, and deliver a professional, customer-focused IT experience.

What You'll Do:

End-User Support & Deployment

• Serve as the first point of contact for incoming IT support requests via phone, email, or ticketing system.
• Configure, image, and deploy workstations using Intune Auto-pilot or JAMF Pro.
• Perform scheduled employee computer and mobile device refreshes.
• Assist with setting up hardware devices for offices, conference rooms, and live events.
• Provide technical support during live events to ensure uninterrupted operations.

System & Account Administration

• Perform password resets, unlock accounts, and grant/revoke access in Active Directory and Azure/Entra ID as directed.
• Assist with onboarding and offboarding tasks, including account provisioning and hardware setup.

Networking & Infrastructure Support

• Troubleshoot basic networking issues related to connectivity, ports, WiFi, and VPN.
• Maintain data cabling, fiber systems, data closets, and cable paths to ensure reliability and organization.

Ticketing & Documentation

• Document and track all work in the IT ticketing management system (ServiceNow, Jira, or equivalent).
• Create and share Standard Operating Procedures (SOPs) and Knowledge Base Articles to improve first-call resolution rates.

Peripheral & Hardware Support

• Configure and support network printers, scanners, and other shared devices.
• Set up and maintain computer peripherals and office automation products.

Technical Skills & Tools

• Operating Systems: Windows 10/11, macOS.
• Directory Services: Active Directory, Azure/Entra ID (basic account management).
• Endpoint Management: Microsoft Intune (including Auto-pilot), JAMF Pro.
• Networking: Basic TCP/IP, DNS, DHCP, WiFi, VPN troubleshooting.
• Productivity Suites: Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Remote Support Tools: TeamViewer, Bomgar, Microsoft Quick Assist.

Work Schedule & Requirements

• Core Hours: Monday-Friday with occasional early morning, evening, or weekend work for projects or live events.
• On-Call: Rare, but may assist during major incidents.

What You'll Bring:

Education & Certifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• CompTIA A+ certification required; Network+, Microsoft Fundamentals, or equivalent preferred.

Required Skills/Qualifications:

• 2+ years experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Working knowledge and configuration experience with Microsoft Azure / Active Directory, Intune, and JAMF.
• Hands-on experience with Windows and macOS environments.
• Strong understanding of desktop and mobile operating systems, hardware, and basic networking.
• Solid grasp of office automation products and computer peripherals including printers and scanners.
• Excellent interpersonal, written, and verbal communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to work effectively both independently and within a team.
• Ability to resolve issues remotely and provide clear, concise instructions.
• Ability to balance and prioritize work with competing deadlines.
• Flexibility to work evenings, weekends, and holidays as needed.