HELP DESK TECHNICIAN
$65,000–$80,000 year
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Triage and resolve Tier I and Tier II incidents and service requests via phone, email, portal, and walk-up, prioritizing P1 responses within 15 minutes and P2 within 30 minutes. Provide deskside support at Headquarters for break/fix tasks, device setup, and peripheral troubleshooting, while managing Microsoft 365, endpoint, and remote-access issues. Perform account access, password resets, and MFA triage in coordination with the IAM team, and document all activity in ServiceNow to support SLA reporting. Support user onboarding and offboarding, including provisioning and asset tracking, while responding to Major Incident requests and creating knowledge-base articles. Maintain a 60% First Contact Resolution rate and 4.2+ CSAT score through accurate diagnosis and courteous follow-through.
Required Qualifications
- High school diploma or equivalent
- Associate's or Bachelor's degree in IT or a related field
- Two (2)+ years of help desk, service desk, or desktop support experience in an enterprise environment
- Microsoft 365 and Windows endpoint troubleshooting experience
- Windows 10/11 endpoint troubleshooting skills
- Microsoft 365 application support skills
- Active Directory/Entra ID account operations skills
- Password reset skills
- Account unlock skills
- Group membership management skills
- Basic network connectivity troubleshooting skills
- Mobile device support skills
- ServiceNow ITSM experience
- Microsoft 365 tooling experience
- Remote support tooling experience
- BeyondTrust (Bomgar) experience
- Demonstrated ability to communicate clearly and professionally with non-technical users
- Ability to work calmly under time pressure
- Ability to sustain high customer satisfaction ratings
- Ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation
- U.S. citizenship
Desired Qualifications
- Experience supporting a federal agency or comparable large enterprise environment
- Experience working on an ITIL-aligned service desk
- Experience with incident, request, and knowledge management practices
- Familiarity with Zscaler
- Familiarity with network access control (NAC)
- Familiarity with Conditional Access from an end-user support perspective
- Experience with device imaging
- Experience with hardware refresh campaigns
- Experience with IT asset inventory
- Experience authoring knowledge-base articles or self-service content for end users
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