IT Service Desk Technician (Washington DC-Baltimore Area)
The IT Service Desk Technician provides first- and second-line technical support to users in a fast-paced broadcast media environment, ensuring reliable and secure IT service operations. This role manages incident resolution, service requests, device provisioning, and user account administration while collaborating with IT and broadcast teams to maintain high service quality and user satisfaction.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT (Broadcast Media).
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
Confidential Client seeks an IT Service Desk Technician to provide first‑ and second‑line technical support across corporate and broadcast operations. You will be the primary contact for end users, resolving incidents, fulfilling service requests, and ensuring IT systems remain secure and available in a fast‑paced newsroom and studio environment.
- Act as first point of contact for incidents, service requests and user enquiries via service desk, email, phone and face‑to‑face support
- Provide effective 1st‑line support for desktops, laptops, mobile devices, peripherals and common applications
- Perform basic 2nd‑line troubleshooting and escalate complex issues to senior engineers
- Deliver deskside and remote support across office, studio and operational locations
- Log, manage and own tickets through to resolution with clear updates and adherence to SLAs
- Support onboarding/offboarding, account administration and access changes under defined procedures
- Assist with device provisioning, imaging, deployment and decommissioning
- Maintain accurate asset records and contribute to audits of IT and broadcast equipment
- Carry out routine system checks, monitoring and proactive maintenance tasks
- Follow incident, problem and change-management processes and escalate security incidents promptly
- Maintain and update support documentation, knowledge base articles and standard operating procedures
- Collaborate with IT Engineers, Broadcast Infrastructure teams and third‑party suppliers to ensure service delivery
- Participate in rotating scheduled shifts, including nights, weekends and holidays, as required
Minimum Qualifications
- 1–3 years’ experience in an IT support or service desk role, or equivalent practical experience
- Working knowledge of Microsoft Windows and Microsoft 365 applications
- Basic familiarity with Azure, Entra ID, Intune and endpoint management concepts
- Strong troubleshooting and prioritization skills with customer‑focused communication
- Familiarity with IT service management concepts (incidents, requests, escalations)
- Organized and reliable with the ability to manage multiple tasks and meet SLAs
- Willingness to learn and develop technical skills toward an IT engineering career path
- Authorized to work in the United States
Preferred / Desired Qualifications & Education
- Experience supporting devices and users in broadcast, media, or other 24/7 operational environments
- Exposure to ticketing systems, remote support tools and asset-management platforms
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- Awareness of cybersecurity best practices and safe-computing behaviors
- Entry‑level certifications such as Microsoft Fundamentals, CompTIA A+ / ITF+, CCNA (or equivalent)
- Bachelor’s degree in Computer Science, Software Engineering or related field preferred — or equivalent hands‑on experience
Compensation & Schedule
- Estimated pay: $60,766 per year (estimated, provided by source)
- Employment type: Full‑time
- Shift work required — rotating shifts, including nights, weekends and holidays
Why Join
- Work at the intersection of IT and broadcast media supporting live production and editorial operations
- Hands‑on exposure to modern Microsoft management tools and broadcast IT infrastructure
- Clear progression path from service desk into engineering and infrastructure roles
- Collaborative, service‑oriented team environment with opportunities to expand technical skills
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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