Help Desk Technician

Help Desk Technician

22nd Century Technologies is seeking a skilled and customer-focused Help Desk Technician to support IT operations at the National Defense University in Washington, DC. The ideal candidate will provide Tier I/Tier II technical support to end users, troubleshoot hardware and software issues, and ensure timely resolution of IT service requests in a professional federal environment. This position requires strong technical troubleshooting abilities, excellent communication skills, and experience supporting enterprise IT environments.

Key Responsibilities

• Provide Tier I/Tier II desktop and help desk support for end users
• Respond to service desk tickets, phone calls, emails, and walk-up support requests
• Troubleshoot hardware, software, printer, network, and connectivity issues
• Install, configure, and maintain desktops, laptops, peripherals, and mobile devices
• Support Microsoft Windows operating systems and Microsoft Office 365 applications
• Manage user accounts, password resets, and permissions using Active Directory
• Escalate unresolved technical issues to appropriate support teams
• Document incidents, resolutions, and troubleshooting steps in the ticketing system
• Assist with hardware deployments, imaging, and asset management activities
• Maintain compliance with federal IT security and operational procedures
• Support conference room technologies and audiovisual systems as needed

Required Qualifications

Associate degree or Bachelor's degree in Information Technology, Computer Science, or related field preferred 2+ years of Help Desk/Desktop Support experience in an enterprise environment Experience supporting Windows 10/11 environments Strong knowledge of: Microsoft Office 365 Active Directory Outlook configuration and troubleshooting Hardware and peripheral support Ticketing systems such as ServiceNow or Remedy Basic understanding of networking concepts including TCP/IP, VPN, and wireless connectivity Excellent troubleshooting and customer service skills Strong verbal and written communication abilities Ability to work onsite at Fort McNair, DC

Preferred Qualifications

Experience supporting federal government or Department of Defense (DoD) environments Familiarity with ITIL processes and service desk operations Previous experience in classified or secure environments Active Secret Clearance (Secret/Top Secret) Certification: Security+ certification Any of the Computing certifications (A+/Network+Cloud+/Microsoft certification)