Help Desk Technician

Job Description

Job Description

Description:

About Us  

eSimplicity is a modern digital services company that delivers innovative federal and commercial IT solutions designed to improve the health and lives of millions of Americans while defending our national interests. Our solutions and services improve healthcare for millions of Americans, protect our borders, and defend our country on the battlefield by supporting the Air Force, Space Force, and Navy. 

eSimplicity's people-centric approach aims to transform the American healthcare experience through innovative technologies. Our team’s experience spans various federal civilian customers on diverse projects across its core competencies. Our priority is to safeguard our community by leading the government’s cloud migration, developing artificial intelligence models to identify fraudulent Medicare claims, and accelerating access to data and insights. 

Purpose of Scope:  

We are seeking a Help Desk Technician to serve as the first point of contact for eSimplicity employees who need IT support. This role sits on the internal IT Operations team and supports our workforce across both the eSimplicity enclaves and platforms. 

The Help Desk Technician owns the front line of the support experience: triaging incoming requests, resolving common issues on first contact, and escalating what cannot be resolved with clear, well-documented tickets. Day-to-day work centers on account and access support, device provisioning and troubleshooting, and helping employees get productive quickly in Microsoft 365. 

This is an entry-level position with a clear growth path into endpoint management, identity administration, and automation. The right candidate is curious, service-minded, and eager to learn modern IT operations under the mentorship of a senior team. 

Responsibilities:   

• Serve as the first point of contact for IT support requests submitted through the ticketing system, email, Microsoft Teams, and in person, and provide timely, courteous, and professional responses. 
• Triage, prioritize, and document incidents and service requests; resolve Tier 1 issues on first contact and escalate unresolved issues to senior team members with complete, accurate notes. 
• Perform account and access support in Microsoft Entra ID and Microsoft 365, including password resets, MFA and Microsoft Authenticator enrollment, license assignment, group membership, and mailbox and distribution list changes. 
• Provision, configure, and deploy Windows and macOS devices through Microsoft Intune; enroll devices, install applications, and verify compliance before handoff to employees. 
• Troubleshoot laptop, mobile device, peripheral, printer, and conference room audio/video issues, both remotely and in person on in-office days. 
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint; assist with client configuration, sync issues, and how-to questions. 
• Execute new-hire onboarding and offboarding checklists, including account creation, hardware assignment, equipment shipping and receiving, and asset reclamation. 
• Maintain accurate records in the hardware and software asset inventory, including device assignments, warranty status, and spare equipment. 
• Follow company security policies and promptly escalate suspected phishing, malware, lost or stolen devices, and other security events to the security team. 
• Contribute to the internal knowledge base by writing and updating how-to articles and troubleshooting guides. 
• Follow established standard operating procedures and change-control processes, and recommend improvements that reduce repeat tickets. 
• Participate in team standups, provide clear status updates on open tickets, and assist with IT projects as assigned. 

Required Qualifications:  

• 0–2 years of experience in a help desk, desktop support, or IT service desk role. Relevant internship, lab, or equivalent hands-on experience will be considered. 
• High school diploma or equivalent required. 
• U.S. citizenship is required due to the nature of the systems supported. Must be able to obtain and maintain a Public Trust or DoD security clearance if required. 
• Working knowledge of Windows 10/11 and familiarity with macOS. 
• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and basic Microsoft Entra ID or Active Directory account administration. 
• Basic understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting. 
• Experience working in a ticketing system and documenting work clearly and completely. 
• Strong customer service orientation with the ability to explain technical concepts to non-technical users patiently and clearly. 
• Strong attention to detail and organizational skills, with the ability to manage multiple requests in a fast-paced environment. 
• Ability to lift and move IT equipment up to 40 pounds and to work onsite on scheduled in-office days. 
• Excellent command of written and spoken English. 

Desired Qualifications:  

• An associate's degree or technical certificate in Information Technology or a related field 
• CompTIA A+, Microsoft 365 Fundamentals (MS-900), or Microsoft 365 Endpoint Administrator (MD-102) certification, or willingness to obtain one within 12 months of hire. 
• Experience with Microsoft Intune or another mobile device management (MDM) or remote monitoring and management (RMM) platform. 
• Exposure to Zendesk or a comparable IT service management platform. 
• Basic PowerShell scripting. 
• Experience supporting a Microsoft 365 GCC High or other regulated environment (CMMC, FedRAMP, ITAR). 
• Experience in the federal Government contracting space  

Location:  

This is a hybrid position. The Help Desk Technician works onsite at the Columbia, MD office on Tuesdays and Thursdays, and at other times as required to support hardware handling, employee onboarding, and office needs. Remaining workdays are remote within the Eastern time zone. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by your manager. 

Occasional travel for training and project meetings. It is estimated to be less than 5% per year. 

Benefits:

eSimplicity offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) retirement benefits, paid time off, paid holidays, life and disability insurance, and additional wellness and employee support programs. Eligibility may vary based on employment status and applicable plan terms.

Reasonable Accommodation:

eSimplicity is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and hiring process. Applicants who need assistance or an accommodation should contact Human Resources.  

Equal Employment Opportunity:
eSimplicity is an Equal Opportunity Employer, including disability and protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other legally protected status.