Help Desk Specialist

IT Service Desk Specialist Location: Rockville, MD Schedule: Hybrid | Full-Time Compensation: $70,000 - $85,000 annually, depending on experience Employment Type: Contract-to-Hire Opportunity Initial Contract Duration: 3 Months with Potential Conversion Opportunity Hours: Standard business (8:30-5:30) hours with one rotating day per week from 10:30 AM – 7:00 PM About the Opportunity Our client is seeking an IT Service Desk Specialist to join their growing technology team and provide end-user technical support across a variety of systems and platforms. This is an excellent opportunity for a customer-focused IT professional who enjoys troubleshooting, supporting employees, and contributing to a collaborative technology environment. The ideal candidate will have experience providing enterprise-level Service Desk, Help Desk, or Desktop Support and will be comfortable handling a broad range of technical issues including user access, Microsoft 365 support, hardware deployment, onboarding, and day-to-day IT operations. This role is ideal for a technology professional who enjoys solving problems, working directly with users, and delivering high-quality technical support in a fast-paced environment. Key Responsibilities Provide technical and operational IT support to end users across hardware, software, applications, and systems. Troubleshoot and resolve incidents and service requests while maintaining excellent customer service. Support user onboarding and offboarding activities, including account creation, access management, and equipment setup. Administer user accounts, security permissions, and access rights through Active Directory and related systems. Provide Microsoft 365 support, including Outlook, Teams, OneDrive, SharePoint, and Office applications. Troubleshoot Windows operating systems, laptops, peripherals, and mobile devices. Install, configure, maintain, and upgrade computer hardware, software, operating systems, and peripherals. Support laptop deployment, imaging, inventory management, and hardware asset tracking. Manage tickets through a service management platform, documenting troubleshooting steps, resolutions, and follow-up actions. Assist with application access provisioning while following established security procedures. Troubleshoot MFA, password resets, VPN, SSO, and user access issues. Support both onsite and remote employees with technical issues. Maintain accurate documentation, procedures, and knowledge base materials. Assist with identifying process improvements and improving overall support operations. Follow security, compliance, change management, and documentation requirements. Required Qualifications 2+ years of experience in Service Desk, Help Desk, Desktop Support, or IT Support roles. Strong customer service skills with excellent verbal and written communication abilities. Experience troubleshooting Windows 10/11 operating systems. Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office Suite. Experience with Active Directory account administration and user support. Experience working with ticketing systems and incident management processes. Strong troubleshooting, analytical, and problem-solving skills. Ability to prioritize multiple requests while maintaining accuracy and attention to detail. Ability to support both onsite and remote users. Preferred Qualifications Experience with ServiceNow or similar IT service management platforms. Familiarity with Entra ID (Azure Active Directory). Experience with Intune or endpoint management solutions. Experience supporting employee onboarding and offboarding. Hardware deployment and asset management experience. Experience working within financial services, banking, or another regulated environment. Familiarity with VPN, SSO, Okta, virtual desktop environments, or enterprise applications. Education & Experience Bachelor’s degree in Computer Science, Information Systems, or a related field preferred. Equivalent technical experience, certifications, and hands-on support experience will be considered. Minimum of 2 years of directly related IT support experience required. Technical Skills Microsoft Windows Operating Systems (Windows 10/11) Microsoft Outlook Microsoft 365 Applications (Teams, OneDrive, Office Suite) Microsoft SharePoint Active Directory Hardware installation and troubleshooting Ticketing systems and incident management tools #J-18808-Ljbffr Green Key Resources