IT Help Desk Technician

Role Overview

• Serve as the first point of contact (Tier 1/) for all IT support requests submitted via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, network, and peripheral issues in a timely and professional manner.
• Escalate complex or unresolved issues to senior IT staff with thorough documentation of troubleshooting steps taken.
• Support remote and on-site users across Windows and potentially Mac environments.
• Create, manage, track, and close help desk tickets using the organization's ITSM platform (e.g., ServiceNow, Jira, or equivalent).
• Maintain accurate and thorough records of all incidents, service requests, and resolutions.
• Contribute to and maintain the internal IT knowledge base and standard operating procedures (SOPs).
• Assist with user account and device provisioning, modifications, and deprovisioning in Active Directory and Microsoft 365.
• Support employee onboarding and offboarding processes from an IT perspective.
• Perform software installations, updates, patches, and configuration on end-user devices.
• Assist in managing hardware inventory including laptops, desktops, monitors, and peripherals.
• Follow and enforce IT security policies in alignment with government contracting requirements.
• Assist with basic cybersecurity tasks including password resets, MFA enrollment, and phishing incident reporting.
• Deliver high-quality, professional customer service to all end users — including federal client personnel.
• Communicate technical concepts clearly and effectively to non-technical staff.
• Maintain a positive, solutions-oriented attitude under pressure and during high-volume ticket periods.

Requirements

• 1–2 years of experience in an IT help desk, technical support, or desktop support role.
• Familiarity with Windows 10/11 operating systems and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
• Experience using or willingness to learn ticketing and ITSM platforms (ServiceNow, Jira, Freshdesk, or equivalent).
• Strong troubleshooting skills with the ability to independently diagnose and resolve common hardware and software issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to work independently in a hybrid environment and manage multiple open tickets simultaneously.
• U.S. Citizenship required (position supports federal government clients).

Tech Stack

• Cyber Security
• DNS
• ITSM
• ServiceNow
• TCP/IP

Benefits

• Professional development opportunities
• Flexible working arrangements