IT Help Desk Specialist

Job Posting ID: KT_244_JOB

Position: IT Help Desk Specialist

FT/PT Status: Full-Time Employment

Location: 90% Remote. Candidate will be required to travel to the office in Fairfax, VA approximately once per week to manage IT equipment and support onsite needs.

Education: Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred. Equivalent work experience will also be considered.

Overview:

Kreative Technologies is seeking a motivated and customer-focused IT Help Desk Specialist to provide technical support to end users supporting Electronic Health Care Applications for the Department of Defense (DoD). The ideal candidate will possess excellent troubleshooting, communication, and customer service skills. This individual will serve as the first point of contact for users requiring technical assistance and will be responsible for resolving issues efficiently while maintaining a high level of customer satisfaction.

Responsibilities:

• Provide Help Desk support via email, telephone, remote support tools, and walk-in requests.

• Serve as the primary point of contact for troubleshooting hardware, software, and user account issues.

• Support laptops, desktops, printers, mobile devices, video conferencing solutions, and other end-user technologies.

• Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.

• Create, update, and manage user accounts, passwords, and access permissions as directed by company procedures.

• Log, track, update, and resolve support requests using the organization's ticket management system.

• Escalate unresolved issues to appropriate technical teams while maintaining ownership and communication with the end user.

• Document troubleshooting procedures, solutions, and knowledge base articles to improve support efficiency.

• Assist with onboarding and offboarding activities, including equipment deployment, collection, and account setup.

• Track and maintain IT hardware inventory and software licensing records.

• Configure, image, deploy, ship, and receive company laptops and peripheral equipment.

• Support employee office moves and workstation setup as needed.

• Provide basic training and guidance to users on company hardware, software, and collaboration tools.

• Occasional after-hours and weekend support may be required based on business needs.

Minimum Qualifications:

• Previous experience in IT Help Desk, Desktop Support, Technical Support, or a customer service-related technical role.

• Strong troubleshooting and problem-solving skills.

• Experience supporting Windows operating systems and Microsoft 365 applications.

• Familiarity with ticketing systems and remote support tools.

• Excellent customer service and interpersonal communication skills.

• Strong written and verbal communication abilities.

• Ability to prioritize multiple tasks in a fast-paced environment.

• Positive and professional demeanor.

• Reliable transportation and ability to travel to the Fairfax, VA office as required.

• Ability to lift and move IT equipment weighing up to 30 pounds.

Preferred Qualifications:

• CompTIA A+, Network+, or similar industry certifications.

• Experience supporting remote users in a Microsoft 365 environment.

• Experience with asset management and hardware inventory tracking.

• Familiarity with Department of Defense (DoD) environments is a plus.

Kreative Technologies is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. Kreative Technologies does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.