Helpdesk Specialist Master (Onsite)

Job Title: Helpdesk Specialist Master (Onsite)


Location: Washington, DC


Duration: 12 Months


Job Description:


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

Key Responsibilities:

• Technical Support & Troubleshooting
  • Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Customer Service & Communication
  • Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk-ins.
  • Document all support interactions, resolutions, and follow-up actions in the ticketing system.
• 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 the Client security policies.
  • Support patching, antivirus updates, and security configurations on end-user devices.
  • Report potential security incidents or vulnerabilities to the appropriate teams.

Responsibilities:

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core Problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Required Qualifications:

• High school diploma or equivalent; associate degree or technical certification preferred.
• 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.

Skills:

Skills


Required / Desired


Amount


of Experience


Bachelor's degree in IT or related field or equivalent experience


Highly desired


20


Years


Diagnosing and resolving end user computer/computer peripherals problems


Required


16


Years


Providing second-tier support to end users, server, or mainframe apps/hardware


Required


16


Years


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 such as


Required


10


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