Helpdesk Specialist Master

Job Description

Job Description

TITLE: Helpdesk Specialist Master
LOCATION: Washington, DC/Onsite
Employment type: Contract w2/1099/C2C
MINIMUM EDUCATION: Bachelors degree in IT, related field, or equivalent experience.
REQUIRED EXPERIENCE: 11 years
INTERVIEWS: Either Webcam or In Person

Job Description:
Provides first-line tech support for District employees, ensuring quick IT issue resolution and strong customer service. Maintains reliable access to technology, troubleshoots hardware and software, and escalates complex problems as needed.
Employment type: Contract w2/1099/C2C

Complete Description:
The Help Desk Technician provides firstline technical support to client employees, ensuring timely resolution of IT issues and exceptional customer service. This role supports Districts mission by maintaining reliable access to technology services, troubleshooting hardware and software problems, and escalating complex issues to the appropriate teams.

Responsibilities:
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 walkins.
• Deliver clear, courteous, and professional communication to end users.
• Document all support interactions, resolutions, and followup 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 enduser 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 enduser devices.
• Report potential security incidents or vulnerabilities to the appropriate teams.

Skills:
Bachelors degree in IT or related field or equivalent experience. Highly desired 20 Years
16+ yrs. diagnosing and resolving end user computer/computer peripherals problems. Required 16 Years
16+ yrs. providing second-tier support to end users, server, or mainframe apps/hardware. Required 16 Years
16+ yrs. documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems. Highly desired 16 Years
Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications. Required 10 Years
Install, configure, and update software and operating systems on end user devices. Required 16 Years
Familiarity with Active Directory, Service Now ticketing systems, and remote support tools. Required 16 Years
Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications. Required 10 Years
Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools. Required 16 Years
Diagnose and resolve hardware failures, software errors, and configuration issues. Required 16 Years
Deliver clear, courteous, and professional communication to end users. Required 16 Years
Install, configure, and update software and operating systems on end user devices. Required 16 Years
Document all support interactions, resolutions, and follow up actions in the ticketing system. Required 16 Years
Provide guidance and training to users on basic technology functions and best practices. Required 16 Years