IT Support Technician - 1 at Olympus Solutions Inc.

Washington, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Sep, 26

Salary

0.0

Posted On

17 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Hardware Troubleshooting, Software Troubleshooting, Connectivity Troubleshooting, ServiceNow, Windows OS, MacOS, Workstation Setup, Imaging, Customer Service, Diagnostics, SLA Compliance, Documentation, ITIL

Industry

IT Services and IT Consulting

Description

IT Support Technician - 1 Olympus Solutions, Inc. is seeking a Full-Time, highly motivated IT Support Technician - 1 with strong analytical and problem-solving abilities to join our fast-growing team to support the SEC Infrastructure Support Services 2 (ISS2) program. In this role, you will provide first-level technical support for SEC end users, resolving basic hardware, software, and connectivity issues, responding to service desk tickets, performing initial diagnostics, and escalating complex issues to higher-tier support while assisting with workstation setup, peripheral installation, and routine maintenance tasks. This is an onsite position located in Washington, DC. Duties and Responsibilities First-Level Technical Support * Provide first-level technical support for end users, including resolving hardware, software, and connectivity issues. * Respond to service desk tickets and perform initial diagnostics to classify and prioritize issues. * Walk users through basic troubleshooting steps for common problems (password resets, connectivity, application errors). * Escalate complex issues to Tier 2 and Tier 3 support with complete documentation of symptoms and steps taken. Workstation Setup and Maintenance * Assist with workstation setup, peripheral installation, and routine maintenance tasks. * Support hardware refresh activities, including device swap coordination and user communication. * Perform basic imaging and configuration of endpoints following established procedures. * Maintain cleanliness and organization of support areas and equipment staging. Documentation and SLA Compliance * Document resolutions and update ticket status in ServiceNow to ensure SLA compliance. * Follow established SOPs and escalation procedures for all support interactions. * Contribute to knowledge base articles for common issue resolution. * Track and report basic support metrics as directed by team leads. Required Qualifications * Minimum 1–3 years of IT support experience in a service desk or desk-side environment. * Experience providing first-level technical support in a service desk or deskside environment. * Working knowledge of Windows and macOS operating systems and common enterprise applications. * Ability to perform initial diagnostics and basic troubleshooting for common end-user issues. * Familiarity with ticketing systems such as ServiceNow. * Strong customer service skills and the ability to follow established procedures. * U.S. Citizenship is required; dual citizenship is not permitted. * Must be able to obtain and maintain a Public Trust suitability determination. Desired Qualifications * Experience with workstation imaging and hardware refresh activities. * Familiarity with ITIL processes and knowledge base contribution. * Relevant entry-level certifications (e.g., CompTIA A+). Company and Benefits Olympus Solutions offers a competitive benefits package designed to give employees personal, professional, and financial flexibility. Benefits include: 1. Medical, Dental, and Vision Benefits — Olympus Solutions offers comprehensive medical, dental, and vision benefits for employees and their families. 2. Work Life Balance — Olympus Solutions supports life outside of work through a paid time off plan and a culture that values balance, accountability, and personal well being. 3. Career Development — Olympus Solutions supports employee growth through career building opportunities, professional development, training, and certification support. 4. Financial Security — Olympus Solutions offers a 401(k) plan with a discretionary company match and no waiting period before enrollment. 5. Referral Bonuses — Employees may be eligible for referral bonuses for qualified new hire referrals and business development opportunities. About Olympus Solutions, Inc. Olympus Solutions, Inc. is a Security Systems Engineering (SSE) company specializing in the design, development, implementation, and operation and maintenance (O&M) of identity systems for enterprise customers, large and small. As a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Daytona Beach, FL, with an office in Norfolk, VA, Olympus Solutions serves customers across the Federal, Defense, Commercial, and SLED markets. Olympus Solutions is a four-time consecutive recipient of the SBA Gold HIRE Vets Medallion Award (2022–2025). Our core service areas include: * Consulting and Technical Advisement — Olympus Solutions provides strategic guidance and technical advisement to help customers improve security, compliance, and operational efficiency across their identity and security environments. * System Security Engineering (SSE) — Olympus Solutions delivers system security engineering expertise across the full lifecycle of enterprise identity and security systems. * Design and Implementation — Olympus Solutions designs and implements identity and security solutions, including ICAM, PKI, PAM, and Zero Trust architectures. * System Upgrades and Legacy Integration — Olympus Solutions modernizes and integrates existing systems, bridging legacy environments with current technologies. * Operations, Maintenance, and Sustainment — Olympus Solutions provides ongoing operations, maintenance, and sustainment to keep mission-critical identity and security systems running reliably. Olympus Solutions engineers across leading identity and security platforms, including SailPoint, CyberArk, BeyondTrust, Okta, Oracle IAM, Entra ID, Ping Federate, Radiant Logic, KeyFactor, and AppViewX, and is powered by a team of experienced professionals committed to delivering mission outcomes for every customer.

Responsibilities

Provide first-level technical support for SEC end users by resolving hardware, software, and connectivity issues via service desk tickets. Assist with workstation setup, peripheral installation, and routine maintenance while documenting resolutions in ServiceNow.