IT helpdesk

Position - IT helpdesk Location - 1100 4th St SW, Washington, District Of Columbia 20024 Position Responsibilities: Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals. Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications. Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools. Diagnose and resolve hardware failures, software errors, and configuration issues. Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk?ins, delivering clear, courteous, and professional communication. Document, track, and monitor all support interactions, resolutions, and follow?up actions in the ticketing system to ensure a timely resolution. Provide guidance and training to users on basic technology functions and best practices. Install, configure, and update software and operating systems on end?user devices. Support device imaging, deployment, lifecycle management, and maintain inventory of IT equipment. Escalate complex or unresolved issues to specialized teams and collaborate with other IT staff to identify recurring issues. Participate in incident response efforts when needed, including outages or critical system disruptions. Ensure all devices and systems comply with District security policies, and support patching and antivirus updates. Supervise the operation of the help desk and serve as the focal point for customer concerns. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems. Must have 16+ yrs. diagnosing and resolving end user computer/computer peripherals problems 10+ years of experience 16+ yrs. providing second-tier support to end users, server, or mainframe apps/hardware Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as 10+ years of experience Install, configure, and update software and operating systems on end user devices. 10+ years of experience Familiarity with Active Directory, Service Now ticketing systems, and remote support tools. 10+ years of experience Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications. 10+ years of experience Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools. 10+ years of experience Diagnose and resolve hardware failures, software errors, and configuration issues. 10+ years of experience Deliver clear, courteous, and professional communication to end users. 10+ years of experience Install, configure, and update software and operating systems on end user devices 10+ years of experience Document all support interactions, resolutions, and follow up actions in the ticketing system. 10+ years of experience Provide guidance and training to users on basic technology functions and best practices. 10+ years of experience Nice to have 16+ yrs. documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems 10+ years of experience Experience required Required Qualifications: 16+ years of experience diagnosing and resolving end-user computer/computer peripherals problems. 16+ years of experience providing second-tier support to end users, server, or mainframe apps/hardware. 16+ years of experience installing, configuring, and updating software and operating systems on end user devices. 16+ years of experience with Active Directory, ServiceNow ticketing systems, and remote support tools. 16+ years of experience assisting with password resets, account unlocks, and identity management. 16+ years of experience diagnosing and resolving hardware failures, software errors, and configuration issues. 16+ years of experience delivering clear, courteous, and professional communication to end users. 16+ years of experience documenting all support interactions and resolutions in the ticketing system. 16+ years of experience providing guidance and training to users on basic technology functions. 10+ years of strong knowledge of Windows 11, Microsoft 365, and common enterprise applications. 10+ years of experience troubleshooting issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications. CompTIA A+, Network+, or Security+ certification (Highly Desired). Experience supporting government or large enterprise environments (Highly Desired). Knowledge of ITIL practices and service management principles (Highly Desired). Minimum Education/ Certification Requirements: Bachelor's degree in IT or related field or equivalent experience #J-18808-Ljbffr Rishabh RPO