Helpdesk Specialist Master (Onsite)

Helpdesk Specialist Master (Onsite)

Location: Washington, DC

Duration: 12 Months

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.

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

Bachelors 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