IT Support Technician

Job#: 3044343

Job Description:
IT Support Technician

Location: Washington, D.C. (Onsite)

Role Overview

The IT Support Technician provides second-level end-user support, resolving complex hardware, software, and connectivity issues that cannot be resolved at first contact. This role supports service delivery objectives by restoring service quickly, maintaining accurate ticket records, and meeting service level expectations for incidents and requests. The technician performs desk-side and service desk support, including workstation imaging, deployment, and enterprise software/peripheral configuration.

Key Responsibilities

• Provide second-level technical support for end users across hardware, software, peripheral, and connectivity issues.
• Troubleshoot and resolve complex operating system and application issues on Windows and macOS endpoints.
• Deliver support during assigned call-in and walk-in service desk coverage windows.
• Escalate unresolved incidents to appropriate teams with complete technical details and troubleshooting history.
• Manage incident and request tickets in the enterprise ticketing system, ensuring accurate categorization, prioritization, and documentation.
• Perform workstation imaging, provisioning, and deployment for new and replacement devices.
• Configure and support peripherals and enterprise-standard software packages.
• Assist with user training and provide guidance on best practices for IT systems and tools.

Required Qualifications

• Bachelors degree required
• Minimum 4 years of IT support experience in a service desk or desk-side environment. Strong knowledge of Windows and macOS operating systems, hardware troubleshooting, and enterprise applications. Familiarity with ITIL processes and ticketing systems (e.g., ServiceNow).
• Windows and macOS endpoint troubleshooting and support; Hardware diagnostics and peripheral support (laptops, desktops, monitors, printers, docking stations); ServiceNow or comparable ticketing/ITSM platform usage; ITIL-aligned incident and request management practices; Workstation imaging, deployment, and enterprise software configuration.

Preferred Qualifications

• Experience supporting federal civilian agency users in a high-visibility mission environment.
• ITIL 4 Foundation certification.
• Experience supporting VIP users and high-priority incident workflows.
• Familiarity with enterprise endpoint management and collaboration platforms (e.g., Microsoft Intune, Microsoft 365).
• CompTIA A+, Microsoft endpoint support, or similar end-user support certifications.
• Microsoft 365 Certified: Endpoint Administrator Associate.

PLEASE NOTE: Candidates must be able to obtain and/or maintain a Public Trust clearance as a condition and continuation of employment.

Work Environment

This position is on-site. Participation in on-call or surge support activities may be required depending on operational needs.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.