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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technician Standard II - IT Coordinator II - **Company:** Mindlance - **Location:** Washington, DC, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Outlook, Codecs, Microsoft Office, Microsoft SharePoint, Software Deployment, Cisco WebEx, Microsoft Onedrive, Information Technology, Servicenow - **Published:** July 11, 2026 - **Apply:** https://www.dice.com/job-detail/c1e82672-9b90-407d-9784-67722cad69d4 ## About the Role * Bachelor''s degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field, with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience., * Excellent verbal and written communication skills. * Excellent customer service skills. * Advanced skills in supporting Windows computers and Apple mobile devices. * Advanced skills in supporting Microsoft suite products, e.g. Copilot, Office, Outlook, Teams, SharePoint and OneDrive on Mobile and PC, as well as browser-based applications. * Advanced skills with virtual meeting software and hardware, including Cisco products, such as WebEx and videoconference codecs, as well as MS Teams and Zoom. ## Description This team is responsible for enabling and delivering IT support to staff and providing support to clients both at headquarters (HQ) and in country offices (CO) through a wide range of job duties including: * IT support and troubleshooting of client's provisioned hardware, software, and applications; * Client IT training and outreach; direct desk side and remote support; * Virtual meeting support; and configuration and provisioning of standard devices. For the Washington, DC campus, Tier 2 local IT Support (ITSR3) is organized by building/location. We engage directly with the business and leverage ServiceNow for incidents and requests to deliver timely, best-in class support to our end-user community. With an annual satisfaction rating that regularly exceeds 95%, the core competencies and responsibilities that contractors must fulfil are: Roles & Responsibilities: * Provide technical support to Client managed desktops, laptops with docking stations and mobile devices. This includes supporting a variety of client's standard software and hardware (including accessories and peripherals) and addressing issues such as imaging computers; fixing logon and connectivity issues; patching security vulnerabilities; and installing software, among others. * Receive and take ownership of requests for help via ServiceNow; respond to and resolve these within agreed-upon timeframes; communicate progress; and document work in the system. * Complete tickets within designated service levels: 90% Response SLA met; 95% Resolution SLA met; and meet Quality Management performance indicators. * Leverage technical expertise and troubleshooting skills to diagnose problems and identify and apply the appropriate resolution or find resources to resolve the issue. * Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings. * Provide support to M365 applications (Copilot, Outlook, Office, OneDrive, Teams, etc.) * Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks, ensuring accurate documentation and record-keeping. * Attend to issues with client-owned and personal mobile devices (iOS and Android) which are connected to corporate systems. ## Related Videos - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Can You Touch the Internet? A Journey in Remote Touch With Edge Computing and Haptic Coding](https://www.wearedevelopers.com/videos/1463-can-you-touch-the-internet-a-journey-in-remote-touch-with-edge-computing-and-haptic-coding) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Speech-to-Speech AI models - Marius Obert](https://www.wearedevelopers.com/videos/1907-speech-to-speech-ai-models-marius-obert) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)