Help Desk Support/Technical Support - Remote

Washington, United States | Posted on 08/21/2026
Join Innosoft as a Help Desk Technician/ Analyst and become avital part of our team on the IDIQ project for the National Endowment for theArts (NEA). In this role, you will be the frontline of support, addressing andresolving a diverse range of technical issues for NEA staff. Your expertise inIT support and customer service will contribute significantly to the mission ofadvancing artistic excellence and innovation. This role is not just aboutfixing problems; it's about empowering NEA's mission through reliable andefficient IT support.

This is a 100% on-site position at NEA office building at400 7th St SW, Washington, DC 20506.

Responsibilities Provide comprehensive Tier 1 andTier 2 IT Service Desk support to NEA employees and contractors.
Respond to service requests via telephone,email, voicemail, and direct walk-ups, ensuring timely and effective resolution.
Manage and troubleshoot issues relatedto various technologies including Windows and Apple OS, Microsoft Office, Adobeproducts, VOIP telephones, network services, video teleconferencing tools,email support, VPN, and secure remote access solutions.
Maintain and support a range ofdevices such as desktop computers, laptops, tablets, smartphones, printers,scanners, and other peripherals.
Ensure compliance with InformationSecurity and Privacy Awareness training and adhere to USGCB and DISA STIGS standards.
Utilize service desk ticketing andtracking systems effectively, maintaining accurate records of all interactionsand resolutions.
Participate in hardware moves,setup, and presentation support as needed.
Provide training and guidance tousers on various applications and systems.
Collaborate with NEA's OITM andother teams to maintain, update, and improve IT services and processes.
Requirements Required Education and Experience Associate or bachelor’s degree ininformation technology, Computer Science, or a related field. Relevant experiencemay substitute for the degree requirement on a year-for-year basis.
Proven experience in IT help desk supportor a similar role, demonstrating ability to handle both Tier 1 and Tier 2support issues.
Experience in supporting VOIPtelephones, video teleconferencing tools (Zoom, Microsoft Teams), and VPN solutions.
Knowledge of service deskticketing systems, preferably experience with Crow Canyon or similar platforms.
Understanding of Active Directory,Office 365, and basic network support.
Excellent problem-solving skills andability to provide hands-on support for a variety of IT issues.
Strong communication skills, with anemphasis on providing exceptional customer service.
Ability to work in a team and independentlyin a fast-paced environment.
Any relevant certifications, such asCompTIA A+, Network+, ITIL, or Microsoft Certified Professional (MCP), would beadvantageous.
Must be able to completeInformation Security, Incident Response, and Privacy Awareness training as perNEA requirements.
Familiarity with healthcare orgovernment sector projects are a plus.
Specific Experience in the belowtools are Desirable:
o Experience with MDM tools,Preferably Intune
o Experience with ticketing systems -Crow Canyon, Service Now, Jira
o Experience with Intune - Packagingapplications, remediating vulnerabilities
o Experience with Intune autopilot
o Experience with Azure activedirectory
o Experience with creating asecurity group in the active directory
o Hands on experience with Microsoft365 admin center, exchange and defender
o VPN troubleshooting experience -ZScalar
o Experience with SharePoint accessmanagement
o Remote Troubleshooting a PC
o Additional Hands-on experiencewith AD, Defender, O365 Platform tools
o Experience with MacOS, AVs, callcenter environment
o Experience with Remote usersupport
o Experience in Antivirus ScanningTool
Standard Employee Benefits.
50% Health Insurance Paid by Innosoft, Paid Vacation, 401K Match, STD LTD and AD&D paid by Innosoft. See attached Innosoft Benefits Guide.

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