Helpdesk Support Specialist

About the Role

Location

• On-site, Washington, DC

Clearance Requirements

• Applicants selected may be subject to a government security investigation.
• USA Citizenship is required.

Responsibilities

• Respond to and resolve escalated technical support requests related to hardware, software, and network issues.
• Perform in-depth troubleshooting and diagnostics to identify root causes of technical problems.
• Collaborate with Tier I support and other IT teams to ensure seamless issue resolution and knowledge sharing.
• Maintain accurate records of support activities, solutions, and user interactions in the ticketing system.
• Assist in the deployment, configuration, and maintenance of IT equipment and software applications.
• Provide guidance and training to Tier I technicians to enhance their problem-solving capabilities.
• Participate in the development and implementation of helpdesk policies, procedures, and best practices.
• Escalate unresolved issues to higher-level support or vendors as appropriate while ensuring timely follow-up.

Minimum Qualifications

• 1–3 years of helpdesk or service desk experience in an enterprise or government environment.
• CompTIA A+, Network+, Security+, or equivalent certifications.
• Experience with ticketing systems, incident lifecycle management, and remote support tools.
• Hands-on experience with desktop/laptop hardware, printers/MFDs, mobile devices, VTC systems, and VOIP phones.
• Knowledge of Active Directory user and computer management.
• Familiarity with LAN/WAN basics and troubleshooting techniques.
• Strong customer service, communication, and documentation skills.
• Excellent problem-solving skills and the ability to communicate technical information clearly to non-technical users.
• Ability to work on-site and support assigned shifts and rotating weekends .
• Must meet eligibility requirements for government background screening.

Preferred Qualifications

• Experience supporting government agencies or regulated IT environments.
• Familiarity with imaging systems or enterprise deployment platforms
• Familiarity with virtualization technologies and cloud-based services.
• Knowledge of cybersecurity best practices and endpoint protection solutions.
• ITIL Foundation certification or knowledge of ITIL-based processes

Physical Requirements

• Must be able to lift and move equipment up to 40 lbs.
• Ability to travel between facilities within the DC area as needed for support.
• Ability to perform on-site duties across designated shifts.