IT Help Desk Technician (Tier 1 / Tier 2)

Onsite, customer-facing technician delivering white-glove deskside and help-desk support to staff at a mission-driven federal institution in a Google Workspace environment.

What you will do

• Provide onsite Tier 1/2 support: troubleshooting, deskside hardware, imaging, printers, onboarding, and loaner equipment.

• Log every request at the point of contact in the ITSM (no-wrong-door); resolve at first contact where possible and escalate cleanly.

• Provide proactive one-on-one enablement, helping users complete real work using Google Workspace and Gemini.

• Maintain professionalism and a white-glove customer-service standard; support CSAT and post-resolution follow-up.

Do you have experience in Shell Scripting?, 2+ years of IT help desk / deskside support experience.

• Strong customer-service orientation; Google Workspace familiarity.

• Able to obtain U.S. federal suitability/badging; onsite in Washington, DC.

Preferred

• CompTIA A+; HDI Support Center Analyst; Apple Certified.

• Federal or cultural-institution experience; ITIL Foundations.

Pulled from the full job description

• 401(k)
• Retirement plan

DAWNE IT Solutions is a Washington, DC small business delivering responsive federal IT managed services. This position supports a mission-driven federal cultural institution (approximately 700 users across several DC-area sites) in a Google Workspace environment, and is contingent on contract award.