IT Helpdesk Specialist

IT Helpdesk Specialist

Location: Annandale, VA

Employment Type: Full-Time

Position Overview

We are seeking an experienced and customer-focused IT Helpdesk Specialist to join our Information Technology team. This role is responsible for providing technical support to employees, troubleshooting hardware and software issues, maintaining IT systems, and ensuring the stability and security of the organization's technology infrastructure. The ideal candidate will have at least 2 years of IT Helpdesk or Technical Support experience, a strong technical background, and a Bachelor's degree in Information Technology, Computer Science, or a related field.

Key Responsibilities

• Provide first-level and second-level technical support for hardware, software, networking, and system-related issues.

• Diagnose and resolve desktop, laptop, printer, mobile device, and peripheral hardware problems.

• Install, configure, maintain, and troubleshoot Windows and macOS operating systems and business applications.

• Manage and resolve help desk tickets while meeting established response and resolution times.

• Configure user accounts, permissions, email access, and security groups using Active Directory and Microsoft 365.

• Perform system upgrades, software installations, security patches, and preventive maintenance.

• Monitor network connectivity and troubleshoot system performance issues.

• Assist with cybersecurity initiatives, including endpoint protection, access controls, and security best practices.

• Support data backup, recovery, and disaster recovery procedures.

• Maintain accurate IT documentation, asset inventory, and system configuration records.

• Assist with onboarding and offboarding employees by preparing workstations, user accounts, and equipment.

• Collaborate with senior IT staff on infrastructure improvements, system implementations, and technology projects.

• Escalate complex technical issues when necessary while ensuring timely follow-up and resolution.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field required.

• 2+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support role.

• Strong knowledge of Windows and macOS operating systems.

• Experience supporting Microsoft 365, Active Directory, Outlook, and common business applications.

• Working knowledge of basic network troubleshooting.

• Experience with hardware installation, imaging, software deployment, and workstation setup.

• Familiarity with IT ticketing systems.

• Basic understanding of cybersecurity principles, endpoint protection, and access management.

• Excellent troubleshooting, analytical, and problem-solving skills.

• Strong communication and customer service skills with the ability to explain technical concepts to non-technical users.

• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.