IT Help Desk Specialist
$66,560–$72,800 year
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Provide Tier 1 and Tier 2 technical support to District government employees via phone, email, and ticketing systems, diagnosing hardware failures, software errors, and configuration issues on desktops, laptops, and mobile devices. Troubleshoot problems related to Windows OS, Microsoft 365, VPN, and network connectivity, while assisting with password resets, account unlocks, and identity management through Active Directory. Install, configure, and update operating systems, maintain device inventory, and document all interactions and resolutions. Escalate complex or unresolved issues to specialized teams and collaborate to identify recurring problems. Ensure compliance with security policies and support patching and antivirus updates.
Required Qualifications
- High school diploma or equivalent
- Associate degree or technical certification
- Strong knowledge of Windows 11
- Strong knowledge of Microsoft 365
- Strong knowledge of common enterprise applications
- Familiarity with Active Directory
- Familiarity with Service Now ticketing systems
- Familiarity with remote support tools
- Ability to troubleshoot hardware
- Ability to troubleshoot software
- Ability to troubleshoot network issues
- Excellent communication skills
- Customer service skills
- Problem-solving skills
- Bachelor's degree in IT or related field
- Equivalent experience to Bachelor's degree in IT or related field
- 16+ years diagnosing and resolving end user computer/computer peripherals problems
- 16+ years providing second-tier support to end users, server, or mainframe apps/hardware
- 16+ years documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems
- Strong knowledge of Windows 11
- Strong knowledge of Microsoft 365
- Strong knowledge of common enterprise applications
- Familiarity with Active Directory
- Familiarity with Service Now ticketing systems
- Familiarity with remote support tools
- Ability to troubleshoot issues related to Windows OS
- Ability to troubleshoot issues related to Microsoft 365
- Ability to troubleshoot issues related to VPN
- Ability to troubleshoot issues related to network connectivity
- Ability to troubleshoot issues related to standard enterprise applications
- Ability to assist with password resets
- Ability to assist with account unlocks
- Ability to assist with identity management
- Ability to diagnose and resolve hardware failures
- Ability to diagnose and resolve software errors
- Ability to diagnose and resolve configuration issues
- Ability to deliver clear, courteous, and professional communication to end users
- Ability to install, configure, and update software and operating systems on end-user devices
- Ability to document all support interactions, resolutions, and follow-up actions in the ticketing system
- Ability to provide guidance and training to users on basic technology functions and best practices
Desired Qualifications
- Associate degree or technical certification
- CompTIA A+ certification
- CompTIA Network+ certification
- CompTIA Security+ certification
- Experience supporting government environments
- Experience supporting large enterprise environments
- Knowledge of ITIL practices
- Knowledge of service management principles
- Strong customer-service orientation
- Ability to work independently
- Ability to work as part of a team
- Patience
- Professionalism
- Attention to detail
- Ability to manage multiple tasks in a fast-paced environment
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