Service Desk Technician - Tier I

Service Desk Technician – Tier I

Department: Service Desk Technician – Tier I
Location: San Antonio, TX

As a Service Desk Technician on NIKA’s first-in-class IT Service Desk, this role provides first-and-primary support for onsite and remote users for IT-related issues, requests, and inquiries.

Primary Duties and Job Responsibilities

Manage and maintain the NIKA IT Service Desk queue in adherence to applicable standards and practices.
Provide technical support for Microsoft Windows and Mac devices, as well as Android and iOS mobile devices.
Perform Imaging, Move, Add, Change (IMAC) tasks.
Responsible for the on-going management, maintenance, and accuracy of all applicable NIKA IT asset records.
Manage user accounts and mailboxes in Microsoft Active Directory and Office 365/Azure AD.
Support the development and maintenance of the NIKA IT Technical Library on SharePoint.
Assist in the planning, testing, deployment, and on-going support of technologies and services.
Undertake additional assignments and special projects as directed.

Essential Skills

Positive and proactive self-starter with a passion for technology, continuous self-improvement, and skills development.
Efficient and effective at managing time, workload, and priorities independently and with minimal oversight.
Critical thinker with strong aptitude for solving technical and logic-based problems.
At least three (3) years of help desk/service desk related experience supporting 100+ users
At least five (3) years of experience managing Windows 10/11 client operating systems.
At least (1) year of experience supporting Microsoft 365 or Microsoft Entra AD (formerly Azure AD).
Fundamental network understanding and troubleshooting skills (e.g., TCP/IP, DNS, and DHCP).
Familiarity with general information security concepts, such as least-privilege and role-based access control (RBAC).
Must be able to lift, handle, and install IT equipment weighing up to 45lbs.

Stand Outs

At least one (1) year of experience supporting Apple devices.
At least one (1) year of experience with Windows PowerShell scripting (or similar).
At least one (1) year of experience administering Microsoft Windows Server 2019 (or later) preferred.
Experience with desktop management such as Microsoft Intune or similar platforms.
Familiarity with ManageEngine (Service Desk Plus and Endpoint Central) or Kissflow.
Familiarity with federal or DoD information security compliance (e.g., NIST, DISA, CIS, CMMC, etc.).

Education, Training, and Certifications

CompTIA Certified (A+, Net+, Sec +), Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Desktop Support Technician (MCDST), or similar certification preferred.
Active Public Trust highly desired.