IT Support Specialist Tier I

Location: Hybrid - Washington, D.C. (NoMa)

Employment Type: Full-Time

Compensation Range: Based on location; Hourly: $27 per hour to $33.33 per hour

The Tier 1 Support Technician provides the first line of technical support for TDB's employees and systems. This position is responsible for monitoring and triaging all incoming helpdesk tickets, resolving common user issues, escalating complex problems to higher tiers, and maintaining consistent operational readiness for all user devices. The role is hands-on, requiring regular in-office presence to manage equipment logistics, system imaging, and hardware lifecycle management.

The technician will work closely with Tier 2 and Tier 3 engineers to maintain high service quality, ensure timely issue resolution, and contribute to continuous process improvement. This position demands strong technical troubleshooting ability, attention to procedural accuracy, and a professional, customer-focused approach to all interactions.

Primary Responsibilities

• Serve as the initial point of contact for all 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, swapping SSD/NVMe.
• Creating/maintaining 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, providing detailed notes and troubleshooting steps taken.
• Track and document all support activities, resolutions, and communications within the ticketing system.
• Image, configure, and deploy laptops and peripherals for new hires and replacement systems.
• Wipe and re-provision returned hardware to corporate standards, ensuring compliance with security policies and data protection procedures.
• Maintain inventory of laptops, peripherals, and related assets; update chain-of-custody records accurately.
• 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)

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

• Ability to lift, carry, and move computer equipment up to 30 pounds.
• Ability to bend, kneel, and reach when installing or connecting devices.
• Ability to sit or stand for extended periods while working on a computer.
• Ability to walk or move throughout the office to provide in-person support.
• Ability to work on-site in Washington, D.C. two to three days per week.
• Ability to 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 to support hardware staging, equipment deployment, and in-person technical assistance.
• Work is performed in a standard office environment with typical IT equipment, including computers, monitors, printers, and peripheral devices.
• The role involves regular interaction with employees, both in-person and through 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 to provide hands-on technical support.
• The work environment may include moderate noise levels typical of an office setting.
• Occasional after-hours or weekend availability may be required for urgent support needs or scheduled maintenance.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

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.