Senior Service Desk Technician

Avid Systems is a Washington DC-based managed services provider and Value-Added Reseller (VAR) specializing in cloud enablement, infrastructure, business application development, mobility, virtualization, security, storage, and cybersecurity. With experience across diverse industries, we focus on empowering our clients to stay ahead with innovative technology solutions. Since 2004, Avid Systems has been at the forefront of digital transformation, providing our clients with quality-driven and competitive technology solutions.

At Avid Systems, our mission is to provide clients with the highest-quality business and technology consulting services at the most competitive rates. We pride ourselves on our technical expertise and our commitment to addressing the unique technology challenges that businesses face daily. Our vision is to bridge the gap between today’s technology and the future, ensuring our clients’ sustained growth and success. Our values and our vision support and enhance our corporate values:

• We are 100% Customer Focused - We anticipate and meet the needs of our customers with our expertise, efficiency and relentless focus on exceeding their expectations. We are driven by our guiding principle, that the customer’s mission is our commitment.
• Earned Trust - We earn our customers' trust by delivering excellent performance in an ethical way. Our business decisions are based on traditional values – honesty, trust and integrity.

Avid is seeking a Senior Service Desk Technician to provide technical support for customers experiencing hardware and software issues. This role serves as the first point of contact for troubleshooting problems related to Windows desktop applications and internally developed tools.

Key Responsibilities:

• Respond to service requests and incidents via phone, email, or web portal, ensuring accurate ticket tracking and resolution within service level agreements.
• Provide Tier 1 and Tier 2 support for Windows-based environments, including Microsoft 365, Adobe, and Active Directory.
• Support iOS mobile devices and applications, including email and authentication tools.
• Configure and deploy IT assets such as PCs, laptops, printers, and mobile devices.
• Collaborate with the network and development teams to restore services and address technical issues.
• Simulate or re-create user problems to diagnose and resolve incidents.
• Recommend system modifications to improve efficiency and reduce recurring issues.

Required Qualifications:

• 5 years of experience in help desk support for Windows OS, Windows-based applications, and Active Directory.
• 5 years of experience in help desk support for iOS devices and applications, including iCloud management.
• 5 years of experience in configuring, imaging, and deploying Windows-based devices.
• 5 years of experience in using workflow management tools such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
• ITIL v4 Foundation Certification.
• CompTIA A Certification.

Preferred Qualifications:

• Experience with endpoint protection and management tools (Cisco AMP, Absolute, HP SureClick).
• Familiarity with IT asset management and tracking tools (Oomnitza, ServiceNow, Ivanti, BMC Helix).
• This hybrid position requires regular on-site reporting in Washington, DC. Candidates must be willing to comply with on-site requirements based on project needs.