HELP DESK TECHNICIAN

Help Desk Technician

Emagine IT is seeking a Help Desk Technician to serve as a front-line technical resource for the U.S. International Development Finance Corporation (DFC) Headquarters in Washington, DC. The ideal applicant is responsive, customer-focused, and capable of triaging and resolving Tier I and Tier II incidents and service requests against demanding response targets, while consistently delivering a high-quality user experience. The Help Desk Technician provides deskside support at Headquarters, supports Microsoft 365 users, performs account and multifactor authentication (MFA) triage in coordination with the Identity and Access Management (IAM) team, and documents all activity in ServiceNow to support enterprise SLA and KPI reporting.

Key Responsibilities / Essential Functions

• Serve as the first point of contact for end users, performing Tier I and Tier II triage, diagnosis, and resolution of incidents and service requests received by phone, email, self-service portal, and walk-up.
• Meet Service Desk response and resolution SLAs, including Priority 1 (P1) response within 15 minutes and Priority 2 (P2) response within 30 minutes; promptly escalate to Tier III and specialty teams when an issue exceeds Tier I/II scope, retaining ownership through closure.
• Sustain performance targets of greater than 60% First Contact Resolution (FCR) and greater than 4.2 out of 5.0 customer satisfaction (CSAT) through accurate diagnosis, effective use of the knowledge base, and courteous, timely follow-through.
• Provide deskside support at Headquarters: break/fix, device setup and refresh, peripheral support, and hands-on troubleshooting that cannot be completed remotely; maintain local stock of standard peripherals and coordinate loaner and swap devices.
• Provide Microsoft 365 user support (Outlook/Exchange Online, Teams, OneDrive, SharePoint), along with endpoint troubleshooting (Windows/iOS), printing, VPN, and remote-access support.
• Perform account access, password reset, and MFA triage in coordination with the IAM team (Azure AD/Entra ID + Okta) and Zero Trust/Conditional Access procedures; validate user identity before performing any account action.
• Document all work completely and accurately in ServiceNow, including categorization, priority, troubleshooting steps, and resolution notes; keep users informed of status and confirm resolution with the user before closing.
• Support user onboarding and offboarding, including account setup, hardware and software provisioning, device configuration, and asset tracking.
• Support Major Incident response by providing rapid triage, user communication, and coordination with Network Operations, Infrastructure, and Applications teams as directed.
• Create and update knowledge-base articles and self-service content to drive first-contact resolution and shift-left of recurring issues.
• Adhere to established ITSM processes, security policies, and standard operating procedures, and identify recurring issues or trends for escalation to Service Desk leadership.

Required Qualifications

• Education: High school diploma or equivalent required; Associate's or Bachelor's degree in IT or a related field is a plus, or equivalent technical experience.
• Experience: Two (2)+ years of help desk, service desk, or desktop support experience in an enterprise environment, including Microsoft 365 and Windows endpoint troubleshooting.
• Technical skills: Windows 10/11 endpoint troubleshooting; Microsoft 365 application support; Active Directory/Entra ID account operations such as password resets, account unlocks, and group membership; basic network connectivity troubleshooting; and mobile device support.
• Tools: ServiceNow ITSM (or comparable ticketing platform); Microsoft 365; remote support tooling such as BeyondTrust (Bomgar).
• Customer service: Demonstrated ability to communicate clearly and professionally with non-technical users, work calmly under time pressure, and sustain high customer satisfaction ratings.
• Clearance & citizenship: Ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation (Service Desk personnel, all tiers). U.S. citizenship is required for this project by the client. All personnel must satisfy the government client's suitability and background-investigation requirements before receiving physical or logical access to facilities or systems.

Preferred Qualifications

• Experience supporting a federal agency or comparable large enterprise environment.
• Experience working on an ITIL-aligned service desk, including incident, request, and knowledge management practices.
• Familiarity with Zscaler, network access control (NAC), and Conditional Access from an end-user support perspective.
• Experience with device imaging, hardware refresh campaigns, and IT asset inventory.
• Experience authoring knowledge-base articles or self-service content for end users.

Benefits

This position is eligible for Emagine IT's benefits package, which includes medical, dental, and vision insurance; a 401(k) with company match; paid time off and holidays; and professional development and certification support.

Work Location

This position is 100% on-site at the client's Headquarters in Washington, DC.

Physical Requirements

This position involves regular on-site deskside support, mobility throughout client facilities, and direct in-person interaction with end users. The physical demands described here are representative of those an employee must be able to meet, with or without reasonable accommodation, to perform the essential functions of this role.

• Ability to move throughout office floors, conference rooms, and facility areas for extended periods, including responding promptly to on-site support requests.
• Ability to remain in a stationary position and operate a computer for extended periods when performing ticket documentation, remote troubleshooting, and administrative tasks.
• Ability to perform hands-on deskside support, including connecting, configuring, and troubleshooting computers and peripherals, requiring bending, reaching, and manual dexterity.
• Ability to occasionally lift and/or move IT equipment and peripherals weighing up to 30 pounds (e.g., laptops, monitors, docking stations, loaner devices).
• Ability to communicate effectively and professionally in person, by phone, and in writing with end users and government stakeholders.
• Ability to respond on-site promptly to incidents and after-hours requests as needed, including Major Incident response.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role. Applicants who require accommodation during the application or interview process should contact View email address on click.appcast.io to request one.

EEO Statement

Emagine IT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Emagine IT

Emagine IT is an information technology consulting services company that specializes in delivering technology solutions. Our reputation reflects the high quality of the talented Emagine IT team and the consultants working in partnership with our customers. Our mission is to understand and meet the needs of both our customers and consultants by delivering quality, value-added solutions. Our solutions are designed and managed to not only reduce costs, but to improve business processes, accelerate response time, improve services to end users, and give our customers a competitive edge, now and into the future.