Job Description

Job Purpose: Provide support to the team members, members, and tenants on all IT related needs. Provide effective and efficient technology solutions to meet the needs of Carr Workplaces, members and CarrAmerica. This position works to provide technical leadership and to be a single point-of-contact service desk for all end user IT- related incidents and service requests.

Duties:

• Provide first-level technical support to end-users via phone, email, and in-person.
• Travel in DC Metro area to support Carr Workplaces users and clients in a multi-tenant environment.
• Experience with Active Directory / Entra ID (Azure AD) – user management, password resets, group policy knowledge
• Address user tickets regarding hardware, software and networking.
• Walk members through installing applications and computer peripherals.
• Asks targeted questions to diagnose problems.
• Guide users with simple, step-by-step instructions.
• Conduct remote troubleshooting.
• Test alternative pathways until you resolve an issue.
• Customize desktop applications to meet user needs.
• Record technical issues and solutions in logs.
• Direct unresolved issues to the next level of support personnel.
• Follow up with clients to ensure their systems are functional.
• Report customer feedback and potential product requests.
• Help create technical documentations and manuals.
• Install and configure new IT equipment.
• Other duties as assigned.

Core Competencies/Skill Sets:

• Strong knowledge of Microsoft 365 (M365) – including Exchange Online, SharePoint, OneDrive, Teams, and Intune.
• Experience with Active Directory / Entra ID (Azure AD) – user management, password resets, group policy knowledge
• Windows and Mac OS environment troubleshooting skills – hardware, software, drivers, and peripherals.
• Basic network troubleshooting – connectivity, VPN, Wi-Fi issues
• Knowledge of security best practices – MFA, phishing awareness, password policies
• Ability to perform remote troubleshooting and provide clear instructions.
• Ability to organize, prioritize and manage multiple tasks and to meet deadlines with minimal supervision.
• Ability to work in high-pressure environment and act in a dynamic, problem solving capability to best service clients and the team.
• Evidence of being a team player and supportive colleague with strong interpersonal skills.
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
• Great communication skills and a customer-first mindset
• Ability to demonstrate flexibility with changing priorities.

Qualifications

Education/Experience:

• Bachelor’s Degree in Computer Science, Information Technology, Information Systems Design, or equivalent is required.
• Relevant certifications: MCDST, CompTIA A+ and Network +.
• 2-3+ years of experience in desktop support of related fields is preferred.

Working Environment:

• Fulltime, exempt position. The core working hours for this position are 8:15am – 5:15pm Monday – Friday. This is an in-office role without a hybrid work option. Additional hours outside of the core working hours may be required depending on projects, schedules, emergencies.
• This position is based on CarrAmerica’s corporate office at the Willard Office Building (1455 Pennsylvania Ave, NW Suite 800 Washington, DC 20004).
• Additional travel may be required.
• This position is part of the Carr Workplaces brand and supports the entire CarrAmerica team.
• Ability to lift, carry, and/or physically move up to 50 pounds may be required for this position.
• Details included within the working environment section are subject to change.

Additional Information

Additional information:

• At Carr Workplaces, we value our team members and believe in everyone’s own personal success. We offer a top-of-the-line benefits package including a 401(k) with company match, a steady schedule with core business hours of 8:15am – 5:15pm Monday – Friday, and a chance to grow within an organization that truly values our team members.
• The salary range for this position is $60,000 - $65,000 + benefits + annual bonus (based on individual performance and overall company profitability).
• Individual pay is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base salary only and does not include bonuses, or incentives (if applicable). In addition to base salary, Carr Workplaces offer benefits. Learn more about benefits at carrworkplaces.com/benefits.