Senior Help Desk Technician

Job DescriptionJob DescriptionDescription:On-site 5 days/week in Washington, DCOur client seeks a Senior Help Desk Technician to deliver advanced frontline technical support across enterprise systems. The role supports end users with hardware, software, mobile devices, and cloud platforms while maintaining customer service quality and system reliability.Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.Rate: $28.00 to $32.00/hr. w2 Responsibilities:Provide Tier II/III support for M365/O365, Azure AD (Entra), Intune/Endpoint Manager, SharePoint, and VoIP (Poly phones).Troubleshoot MacOS, Windows, iOS, Android devices, and related cloud services.Perform root cause analysis across network, hardware, and software issues.Resolve complex technical issues and implement prevention measures.Deliver responsive, high-quality end-user support.Communicate status and resolution timelines to users.Provide training on Microsoft Office, SharePoint, Zoom, and mobile device tools.Manage user accounts, permissions, and access in Azure AD.Support M365/O365 and collaboration tools.Administer mobile devices via Intune/Endpoint Manager.Ensure compliance with organizational security standards.Track and resolve issues using Zendesk or similar systems.Document troubleshooting steps, solutions, and knowledge articles.Maintain accurate service records.Enforce cybersecurity best practices, including MFA and endpoint protection.Provide user guidance on security protocols. Experience Requirements:8+ years of experience in IT Help Desk or Technical Support.2+ years administering M365/O365, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and SaaS platforms such as Zoom, Teams, and mFax.Experience supporting MacOS and Windows environments, and iOS and Android devices.Strong troubleshooting and root cause analysis experience.Experience with ticketing systems, preferably Zendesk.Excellent customer service and communication skills.Technical skills with M365 administration, Azure AD/Entra IAM, Intune MDM/MAM, device troubleshooting, VoIP systems (Poly), SaaS tools, and security camera systems (Axis preferred).At least one certification such as Microsoft Azure Fundamentals, Security/Identity Fundamentals, CompTIA A+ or Network+, Microsoft Modern Desktop Administrator, CISSP (preferred), ITIL Foundation, or Apple Certified Support Professional. Must be willing to recertify within 3 months if expired.Preferred experience with Poly VoIP, security cameras (Axis, Eagle Eye), Documo mFax, Everbridge, Zoom/ZoomGov, hybrid support environments, and customer support certifications such as HDI or ITIL.Recruitment Transparency NoticeEliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screeningand hiringprocess. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (View email address on click.appcast.io, View phone number on click.appcast.io) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.If you have any indication of fraudulent activity, please View email address on click.appcast.io Eliassen Group:Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients’ capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!