Technician

• Deliver top-tier customer service and technical expertise as the first line of defense for clients’ technology experience
• Answer incoming client troubleshooting calls and emails
• Provide support for Windows and Apple devices
• Interact with AI to validate and correct automated resolutions
• Handle Tier 1/Tier 2 service desk responsibilities
• Manage client service tickets from triage through resolution or escalation while meeting SLOs
• Follow up on open tickets and keep clients informed of status updates
• Provision and deprovision user accounts
• Prepare laptops and desktops for deployment
• Maintain accurate, up-to-date client documentation
• Record clear, detailed case notes in the Ntiva ticketing system
• Identify and communicate potential issues or failure points in client systems and processes
• Review, improve, and create Standard Operating Procedures (SOPs)
• Use AI-assisted tools as the default first step for triage, troubleshooting, and drafting client communications
• Test new internal AI features and workflows before broader rollout
• Document AI testing successes, issues, and tuning needs
• Identify recurring ticket patterns suitable for AI automation
• Refine prompts or logic for AI automation
• Provide structured feedback to internal AI tooling teams on accuracy, tone, and missed edge cases
• Coach fellow technicians on effective use of AI tools
• Validate AI-suggested resolutions before applying them to client systems

Technician jobs in District of Columbia

Service Desk Technician I