Help Desk Specialist

We are seeking an experienced Help Desk Technician to provide first-line and second-tier technical support to District government employees. This role is responsible for diagnosing, troubleshooting, documenting, tracking, and resolving end-user technical issues while delivering professional and responsive customer service.

The Help Desk Technician will support desktops, laptops, mobile devices, printers, peripherals, Windows operating systems, Microsoft 365, VPN connectivity, enterprise applications, Active Directory, ServiceNow ticketing, and remote support tools. The ideal candidate must be able to resolve hardware and software issues, assist with account access, escalate complex problems, and ensure users maintain reliable access to technology services.

Candidates must clearly show the required minimum years of experience on their resume. Resumes that do not clearly demonstrate the required years of experience may be rejected.

Responsibilities

• Respond to and diagnose technical problems through discussion with end users.
• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, peripherals, applications, and related hardware.
• Ensure issues are managed through a timely support process, including problem recognition, research, isolation, resolution, escalation, and follow-up.
• Serve as a focal point for customer concerns and provide professional support to end users on a variety of technical issues.
• Identify, research, troubleshoot, and resolve technical problems involving hardware, software, operating systems, applications, user accounts, and network connectivity.
• Respond to telephone calls, emails, ticketing system requests, walk-ins, and personnel requests for technical support.
• Document, track, monitor, and update support tickets to ensure timely resolution.
• Provide second-tier support to end users for PC, server, mainframe applications, hardware, or related systems.
• Interact with network services, software systems engineering, security, server, and application support teams to restore service and resolve core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend system modifications, process improvements, or technical solutions to reduce recurring user issues.
• Troubleshoot issues related to Windows OS, Windows 11, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
• Assist with password resets, account unlocks, identity management, user access issues, and authentication problems through Active Directory and related tools.
• Diagnose and resolve hardware failures, software errors, configuration issues, and device performance problems.
• Install, configure, update, and support software and operating systems on end-user devices.
• Support device imaging, deployment, setup, replacement, and lifecycle management.
• Maintain inventory records for IT equipment, ensuring accurate tracking and documentation.
• Use ServiceNow or similar ticketing systems to document all support interactions, resolutions, escalations, and follow-up actions.
• Provide guidance and training to users on basic technology functions, system usage, security awareness, and IT best practices.
• Support patching, antivirus updates, endpoint security settings, and compliance with District security policies.
• Report potential security incidents, suspicious activity, or vulnerabilities to the appropriate teams.
• Participate in outage support, incident response, and critical system disruption activities as needed.

Minimum Qualifications

• High school diploma or equivalent required.
• Associate degree, bachelor’s degree in IT or related field, or equivalent experience preferred.
• Bachelor’s degree in IT or related field or equivalent experience is highly desired.
• 20 years of education and/or equivalent IT-related experience is highly desired.
• 16+ years of experience diagnosing and resolving end-user computer and computer peripheral problems.
• 16+ years of experience providing second-tier support to end users for PC, server, mainframe applications, or hardware.
• 16+ years of experience documenting, tracking, and monitoring end-user, server, or mainframe application/hardware problems is highly desired.
• 10+ years of strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.
• 16+ years of experience installing, configuring, and updating software and operating systems on end-user devices.
• 16+ years of familiarity with Active Directory, ServiceNow ticketing systems, and remote support tools.
• 10+ years of experience troubleshooting Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise application issues.
• 16+ years of experience assisting with password resets, account unlocks, identity management, Active Directory, and other authentication tools.
• 16+ years of experience diagnosing and resolving hardware failures, software errors, and configuration issues.
• 16+ years of experience delivering clear, courteous, and professional communication to end users.
• 16+ years of experience documenting support interactions, resolutions, and follow-up actions in a ticketing system.
• 16+ years of experience providing guidance and training to users on basic technology functions and best practices.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.
• Experience supporting government, public sector, or large enterprise environments.
• Knowledge of ITIL practices and service management principles.
• Experience supporting Windows 11, Microsoft 365, VPN clients, endpoint security tools, and enterprise applications.
• Experience with ServiceNow or similar IT service management platforms.
• Experience with remote support tools and endpoint management systems.
• Experience supporting incident response, outages, and high-priority technical issues.
• Experience maintaining IT asset inventory and supporting device lifecycle management.

Required Skills

• Help desk and desktop support
• Tier 1 and Tier 2 technical support
• Windows 11 support
• Microsoft 365 support
• Active Directory
• ServiceNow ticketing
• Remote support tools
• Password resets and account unlocks
• Identity and access management support
• VPN troubleshooting
• Network connectivity troubleshooting
• Hardware and software troubleshooting
• Printer and peripheral support
• Software installation and configuration
• Operating system updates and patching
• Ticket documentation and follow-up
• End-user training and customer service
• Incident escalation and collaboration with technical teams

Key Competencies

• Strong customer-service orientation
• Excellent verbal and written communication skills
• Strong troubleshooting and analytical skills
• Professional, courteous, and patient approach to user support
• Ability to manage multiple requests in a fast-paced environment
• Ability to work independently and as part of a team
• Strong attention to detail and documentation accuracy
• Ability to follow established processes, procedures, and escalation paths
• Ability to translate technical information into clear guidance for non-technical users
• Commitment to timely issue resolution and high-quality service delivery

Resume Submission Requirement

Candidates must clearly list the required technologies, responsibilities, and minimum years of experience on their resume. The resume must demonstrate that the candidate meets the minimum required years for each required skill area.

Resumes that do not clearly show the required years of experience may be rejected.

Pay: $20.00 - $25.00 per hour

Work Location: Hybrid remote in Washington, DC 20003