Desktop Support Technician I

Cape Fox Shared Services is seeking a talented IT Support Technician I to join our awesome IT team in Chantilly.  The IT Support Technician I serves as a frontline point of contact for end-user technical support needs across the organization. This is an entry-level position designed for an individual who is currently pursuing or has recently completed an Associate or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related technical field.

This position requires ON-SITE work 5 days per week in our Chantilly office.

The pay rate for this non-exempt position has been established at: $26.00 - $31.00 per hour. 

The above range represents the company’s good faith and reasonable estimate of the range of possible compensation at the time of posting.  In addition, we offer a variety of benefits including company holidays, paid time off, health insurance, dental insurance, vision insurance, life and disability insurance, tuition reimbursement, as well as 401K with company match.  This job will be posted until filled or withdrawn.

The position provides Tier 1 technical support to onsite and remote employees, assisting with common hardware, software, account access, printer, connectivity, and Microsoft 365 issues. Responsibilities also include preparing and deploying laptops and other IT equipment, assisting with new employee onboarding and offboarding activities, maintaining accurate help desk documentation, and escalating more complex technical issues to senior IT staff.

No prior professional IT work experience is required. The ideal candidate will have a strong interest in information technology, a willingness to learn, good problem-solving skills, and the ability to provide professional and courteous customer service to end users.  Duties and responsibilities include:

• Serve as a frontline point of contact for Tier 1 IT support requests received through the help desk ticketing system, email, phone, and in-person requests.
• Provide basic troubleshooting and technical assistance for desktops, laptops, printers, monitors, docking stations, peripherals, mobile devices, and other end-user equipment.
• Assist users with common Microsoft 365 applications, including Outlook, Teams, OneDrive, and other productivity applications.
• Troubleshoot basic user account, login, password, MFA, VPN, and remote-access issues.
• Prepare, configure, and deploy laptops and other IT equipment for new and existing employees.
• Assist with new employee onboarding and offboarding activities, including equipment preparation, setup, collection, and inventory updates.
• Assist with Microsoft Intune device enrollment and basic device management tasks under the direction of senior IT staff.
• Provide basic troubleshooting for wired and wireless network connectivity and escalate network-related issues when necessary.
• Assist with printer installation, configuration, connectivity, and general troubleshooting.
• Provide technical assistance to both onsite and remote employees.
• Create, update, and close help desk tickets with clear and accurate documentation of reported issues, troubleshooting steps, and resolutions.
• Follow established IT procedures, security policies, and standard operating procedures when supporting users and company-owned devices.
• Escalate issues that cannot be resolved at the Tier 1 level to the appropriate IT team member and provide complete documentation of troubleshooting already performed.
• Assist with maintaining IT equipment inventory and tracking assigned company assets.
• Assist with basic conference room and audiovisual equipment setup and troubleshooting for meetings and presentations.
• Perform other IT support duties and participate in IT projects as assigned.

• Basic understanding of computer hardware, software, and operating systems.
• Basic familiarity with Microsoft Windows.
• Basic familiarity with Microsoft 365 applications such as Outlook, Teams, and OneDrive.
• General understanding of computer networking concepts is preferred.
• Interest in learning enterprise IT technologies such as Microsoft Intune, Microsoft Entra ID, Microsoft 365 administration, VPN technologies, and endpoint security.
• Ability to troubleshoot technical issues using logical and methodical problem-solving techniques.
• Ability to follow documented procedures and technical instructions.
• Ability to recognize when an issue requires escalation to senior IT staff.
• Ability to communicate effectively with technical and non-technical employees.
• Ability to maintain accurate documentation and update help desk tickets.
• Ability to handle company and user information professionally and confidentially.
• Some travel may be required. Must have reliable transportation for occasional offsite support requirements.