Senior Help Desk Technician

We are seeking a customer-focused and technically skilled Senior Helpdesk Technician to provide onsite IT support for employees across IDEMIA Public Security (IPS) in our Reston Office. This role serves as the first point of contact for end-user technology support, ensuring employees have the tools, systems, and technical assistance needed to perform their jobs effectively. The ideal candidate is a proactive problem solver who thrives in a fast-paced environment and is committed to delivering exceptional customer service while maintaining IT standards, processes, and security protocols.

Key Responsibilities

End-User Support & Troubleshooting

• Serve as the primary onsite IT support resource for employees, providing timely and professional technical assistance.
• Record, diagnose, troubleshoot, and resolve hardware, software, mobile device, and network-related issues.
• Escalate complex technical issues to appropriate IT teams and ensure timely follow-up through resolution.
• Provide support through in-person, phone, email, and remote assistance channels.

Device Deployment & Management

• Install, configure, and deploy desktops, laptops, workstations, tablets, mobile phones, printers, and other IT equipment.
• Perform hardware upgrades, software installations, system updates, and equipment replacements as needed.
• Support employee onboarding, offboarding, and workplace technology setups.

Customer Service & Training

• Deliver a high level of customer service while supporting employees with technical issues.
• Provide end-user training and guidance on company systems, applications, devices, and IT best practices.
• Communicate technical information clearly to users of varying technical backgrounds.

Ticket Management & Documentation

• Create, update, and maintain accurate service tickets and technical documentation.
• Track incidents, service requests, and resolutions while meeting established service level expectations.
• Maintain complete records of work performed and ensure proper knowledge sharing.

IT Operations & Compliance

• Adhere to all IT policies, processes, standards, security requirements, and procedures.
• Assist with hardware and software inventory management and asset tracking.
• Support IT infrastructure initiatives and technology projects as assigned.
• Participate in after-hours support for end users, network systems, and critical IT infrastructure when required.

Additional Responsibilities

• Collaborate effectively with IT team members and business stakeholders to resolve technical issues.
• Support continuous improvement initiatives that enhance IT service delivery and user experience.
• Perform other IT-related duties as assigned by the IT Supervisor, Manager, or Director.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
• Minimum of 5 years of experience in a Help Desk, Desktop Support, or Technical Support role.
• Experience supporting Windows operating systems, Microsoft 365 applications, and end-user devices.
• Knowledge of hardware troubleshooting, software installation, and basic networking concepts.
• Experience using ticketing systems and documenting support activities.
• Strong customer service, communication, and problem-solving skills.
• Ability to prioritize multiple tasks and work independently in a fast-paced environment.
• Must be a U.S. Citizen.
• This is a fully onsite position located in Reston, Virginia. Candidates must be able to work onsite five days per week and provide hands-on support to employees and workplace technology systems.

Preferred Qualifications

• Experience supporting Active Directory, Microsoft Entra ID, Intune, or endpoint management solutions.
• Familiarity with Jira or other ITSM platforms.
• Industry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or related certifications.
• Experience supporting mobile devices and enterprise collaboration platforms such as Microsoft Teams.