16+Years Helpdesk Specialist Master

Role: Helpdesk Specialist Master Client: DC Government (Onsite) Location: Washington, DC Technical Support & Troubleshooting 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. Customer Service & Communication Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk‑ins. Deliver clear, courteous, and professional communication to end users. Document all support interactions, resolutions, and follow‑up actions in the ticketing system. Provide guidance and training to users on basic technology functions and best practices. System & Device Management Install, configure, and update software and operating systems on end‑user devices. Support device imaging, deployment, and lifecycle management. Maintain inventory of IT equipment, ensuring accurate tracking and documentation. Escalation & Collaboration Escalate complex or unresolved issues to specialized teams (network, security, server, or application support). Collaborate with other IT staff to identify recurring issues and recommend improvements. Participate in incident response efforts when needed, including outages or critical system disruptions. Security & Compliance Ensure all devices and systems comply with District security policies. Support patching, antivirus updates, and security configurations on end‑user devices. Report potential security incidents or vulnerabilities to the appropriate teams. Required Qualifications High school diploma or equivalent; associate degree or technical certification preferred. Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications. Familiarity with Active Directory, ServiceNow ticketing systems, and remote support tools. Ability to troubleshoot hardware, software, and network issues. Excellent communication, customer service, and problem‑solving skills. Preferred Qualifications CompTIA A+, Network+, or Security+ certification. Experience supporting government or large enterprise environments. Knowledge of ITIL practices and service management principles. Key Competencies Strong customer‑service orientation. Ability to work independently and as part of a team. Patience, professionalism, and attention to detail. Ability to manage multiple tasks in a fast‑paced environment. Responsibilities (Summary) Respond to and diagnose problems through discussion with users. Ensure a timely process for problem recognition, research, isolation, resolution, and follow‑up. Supervise operation of help desk and serve as focal point for customer concerns. Provide support to end users on a variety of issues and provide second‑tier support for PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and applications development to restore service and identify core problems. Simulate or recreate user problems to resolve operating difficulties. Recommend system modifications to reduce user problems. Minimum Education/Certification Requirements Bachelor’s degree in IT or related field or equivalent experience. #J-18808-Ljbffr Gointellects Inc.