help desk technician

Highland Ventures

<div><p><b>Help Desk Technician</b></p><p><b>
Location:</b> Brentwood, TN</p><p><b>
Date: </b>June 2026</p><p></p><p><b><br>
JOB DESCRIPTION</b></p><p><b>
About Highland Ventures</b></p><p>
Highland Ventures is a family-owned national venture management company focused on strategically developing and operating businesses centered around our real estate. Our businesses include:</p><ul><li>
Hoogland Restaurant Group: The largest franchisee of Marco's Pizza with 130+ locations.</li><li>
Legacy Commercial Property: Own and manage over 700 commercial properties.</li><li>
Highland Pure Water &amp; Ice: 24/7 kiosks with over 70 locations in 10+ states.</li><li>
Intune Physical Therapy: A physical therapy brand currently being built from the ground up.</li></ul><p></p><p><b><br>
Role Summary:</b></p><p>
The Help Desk Technician plays a critical role in maintaining system reliability and ensuring our internal teams across Highland Ventures&rsquo; portfolio companies receive timely, professional technical support. This position requires a balance of technical expertise, strong communication skills, and a client-focused approach. The ideal candidate will demonstrate solid problem-solving abilities, excellent customer service, and a commitment to delivering quality technical solutions.</p><p>
This is a generalist role on a small, lean IT team. You will handle the full mix of work that comes through our ticketing system, from process-driven restaurant tasks to desktop troubleshooting at our physical therapy clinics to user access provisioning across the company, and you will have direct relationships with the people you support and visible ownership of the tickets you handle.</p><p></p><p><b><br>
Primary Responsibilities:</b></p><ul><li>
Serve as the first point of contact for users seeking technical assistance via phone, email, ticketing system, or remote session</li><li>
Diagnose and resolve technical problems using diagnostic tools and systematic troubleshooting approaches</li><li>
Communicate technical solutions clearly and effectively, adjusting complexity based on the user&rsquo;s technical knowledge</li><li>
Provision and manage user access: account creation, permissions changes, role transitions, and terminations across the company&rsquo;s business lines</li><li>
Support restaurant operations, including menu changes, order management system tickets, and point-of-sale equipment issues at our HRG Pizza locations</li><li>
Provide front-line network and connectivity support: Meraki diagnostics, ISP coordination, Wi-Fi and printer issues at remote sites</li><li>
Administer Microsoft 365 accounts, mailboxes, and shared resources, with basic Exchange, Teams, and SharePoint support</li><li>
Support healthcare clinic workstations for Intune Physical Therapy, handling patient data with appropriate attention to security and HIPAA requirements</li><li>
Escalate complex issues to appropriate technical teams while maintaining clear communication with users throughout resolution</li><li>
Document solutions and troubleshooting steps in the knowledge base to improve self-service options and team efficiency</li><li>
Maintain current technical knowledge through ongoing learning and professional development</li><li>
Support users across multiple Highland Ventures companies including Legacy Commercial Property, Hoogland Restaurant Group, Intune Physical Therapy, and Highland Pure Water</li><li>
Contribute to project work as capacity permits: onboarding new locations, hardware refresh projects, and rollouts of new tools</li></ul><p></p><p><b><br>
Required Qualifications:</b></p><ul><li>
Minimum 1-3 years of hands-on help desk or technical support experience in a professional environment</li><li>
Strong understanding of networking fundamentals and ability to diagnose network-related issues</li><li>
Proficiency with both Windows PC and Mac operating systems</li><li>
Experience with Microsoft Active Directory and user account management</li><li>
Demonstrated problem-solving abilities with a methodical approach to troubleshooting, including comfort working through unfamiliar issues without a runbook for every problem</li><li>
Excellent verbal and written communication skills, with ability to explain technical concepts to non-technical users</li><li>
Strong customer service orientation and professional demeanor when interacting with users at all levels</li><li>
Experience with ticketing systems (ServiceNow, Jira, or similar platforms), including clean documentation and ticket discipline</li><li>
Reliable schedule and attendance: a small help desk team depends on predictable coverage</li><li>
Flexibility to work various shifts including some evenings and weekends as needed, with periodic on-call coverage</li></ul><p></p><p><b><br>
Preferred Experience</b></p><ul><li>
Microsoft Entra ID (Azure AD) and Microsoft Intune</li><li>
Cisco Meraki network equipment</li><li>
Apple Business Manager</li><li>
Electronic Health Records (EHR) systems</li><li>
Restaurant Point of Sale (POS) systems</li><li>
Power Automate or similar automation tools</li></ul><p></p><p><b><br>
Opportunities and Benefits:</b></p><ul><li>
Laptop provided</li><li>
Group medical, dental, life and other insurance plans, after eligibility requirements are met</li><li>
Flex Medical and Flex Daycare spending accounts (FSA)</li><li>
401(k) with 50% match</li><li>
Paid time off plus 7 paid holidays</li></ul><p></p><p><b><br>
Position type and expected hours of work</b></p><p>
This is a full-time, on-site position based in Brentwood, TN. The position primarily involves evening and weekend shifts to ensure comprehensive coverage during all business operating hours. In addition to regular shifts, employees may be required to be on call monthly, ready to provide prompt support outside of standard operating hours when necessary.</p><p></p><p><b><br>
Other duties</b></p><p>
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.</p><p></p><p><br>
#HVHome</p><p>
#LI-Onsite</p></div>

Help Desk Technician

United Petroleum Transport Ltd.

<div><p>The Help Desk Technician will be primarily responsible for assisting in the troubleshooting of IT tickets.
</p><p></p><p><b><i>What a Help Desk Technician does daily:</i></b></p><p>
</p><ul><li>Tracks and monitors support issues to ensure a timely resolution and that all issues are resolved to the end user&rsquo;s satisfaction</li><li>
First point of contact for all service requests for technical support in a Microsoft Remote Desktop environment</li><li>
Provide support for Windows 10 Laptop/Desktop Operating Systems</li><li>
Identify, research, and resolve technical problems within technical abilities. Expected to use company ticketing system, knowledgebase, and internet for research</li><li>
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution</li><li>
Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.</li><li>
Analyze and resolve problems with core business applications</li><li>
Manage inventory of all stock items (paper, forms, PCs, PC parts, peripherals, etc)</li></ul><p>
</p><p><b>Additional Responsibilities:</b></p><p>
</p><ul><li>Carries out duties assigned System Administrators or Director of Information Technology as required.</li></ul><p>
</p><p></p><p><b>Education and Experience:</b></p><p>
</p><ul><li>Abilities in Root Cause Analysis and troubleshooting experience with ability to problem solve on the fly</li></ul><p>
</p><p><b>Knowledge, Skills and Abilities:</b></p><p>
</p><ul><li>Experience with all Microsoft Standard Applications/Operating Systems</li><li>
Office 365 support and administration</li><li>
Knowledge of Active Directory administration including account creation, group member administration, and computer management</li><li>
Excellent troubleshooting skills</li><li>
Excellent Customer Service &amp; interpersonal skills</li><li>
Excellent verbal and written communication skills</li><li>
Self-starter with detail oriented work habits</li><li>
Able to maintain confidentiality</li><li>
Display professional demeanor</li></ul><p>
</p><p><b>Physical Requirements:</b></p><p>
</p><ul><li>Sitting for long periods of time, walking, finger dexterity, feeling, repetitive motions, and talking, hearing and visual activity.</li><li>
Occasional lifting (up to 20 pounds).</li></ul><p>
</p><p><b>Working Conditions:</b></p><p>
</p><ul><li>Normal office environment. This role routinely uses standard office equipment such as computers, phones, and copier/printer/scanners.</li></ul></div><p></p>

Advantage Investigations

<div><p>Department: Information Technology</p><p>
Reports To: IT Manager / Systems Administrator</p><p>
Location: Hybrid (3 days on-site / 2 days remote &ndash; Charlotte, NC area)</p><p>
Schedule: Monday &ndash; Friday, 10:00 AM &ndash; 6:00 PM EST</p><p>
Hourly Rate: $20-$22 an hour</p><p>
Position Summary</p><p>
The Help Desk Technician (Tier 1) serves as the first point of contact for all IT support requests and delivers timely, high-quality technical assistance to end users. This role focuses on troubleshooting routine issues, managing support tickets, and ensuring consistent user support across systems, applications, and devices.</p><p>
Key Responsibilities</p><ul><li>Provide first-level technical support via phone, email, remote tools, and in person</li><li>Troubleshoot Windows devices, Microsoft 365, printers, and basic networking issues</li><li>Monitor, log, prioritize, and resolve help desk tickets</li><li>Escalate advanced issues with proper documentation</li><li>Install, configure, and support hardware and software</li><li>Assist with device imaging, deployment, and asset/inventory tracking</li><li>Document work, resolutions, and follow IT policies and procedures</li><li>Assist with onboarding tasks and collaborate with the IT team</li></ul><p>
Required Qualifications</p><ul><li>1 year of Help Desk or IT Support experience</li><li>Strong knowledge of Windows OS, Azure and Microsoft 365 Applications</li><li>Basic networking knowledge (Wi-Fi, DNS, VPN)</li><li>Experience with ticketing systems (ITSM tools)</li><li>Strong communication and problem-solving skills</li><li>High attention to detail and organizational skills</li></ul><p>
Preferred Qualifications</p><ul><li>Associate's degree in information technology or related field</li><li>Experience with remote support tools</li><li>Experience working in a 24/7 on-call schedule</li></ul></div>

Help Desk Technician (Hybrid)

YMCA

<div><div><div>Westfield Area YMCA seeks a Helpdesk Technician to play a vital role in keeping our organization connected, secure, and running smoothly.
</div><div><div>Job Description
</div><div><p>The Westfield Area YMCA is a nonprofit human service organization dedicated to developing the full potential of every individual and family in the communities it serves through programs that build healthy spirit, mind and body for all.
</p><p>We are looking for a Help Desk Technician, who is responsible for supporting the IT Director in developing and maintaining the organization&rsquo;s support ticket system, assisting with projects, and providing personalized technical support for end users. This includes the support of maintenance of Microsoft 365 platform, including Sharepoint and CoPilot configuration, digital media distribution, managing and maintaining web infrastructure, ensuring PCI compliance, best practices and industry standards, and help desk management/support for staff. Grow knowledge base to provide technical and practical support to enterprise software, VOIP phone system, camera surveillance, and network infrastructure. Utilize strong verbal and written communication skills to provide assistance as a hub of IT resource information to staff, and volunteers. This is an in-person, on-site role.
</p></div></div><div><div>Qualifications
</div><div><ul><li>Associate&rsquo;s degree in computer science or related field preferred or equivalent experience.
</li><li>Minimum two years&rsquo; experience supporting help desk ticketing systems, Microsoft software and Operating Systems, HTML/CSS, documentation techniques, social media platforms, and basic networking infrastructure.
</li><li>Requires good problem-solving skills and the ability to communicate technical issues to non-technical individuals.
</li><li>Must possess, maintain and renew ASHI Basic Life Support (BLS) for Healthcare Providers and Professional Rescuers, ASHI Basic First Aid, EPI and Asthma certifications, or equivalent or obtain within 90 days of hire and be able to perform procedures in accordance with required training.
</li><li>Knowledge of and commitment to the mission of the YMCA and its capacity to build strong kids, families and communities. The ability to articulate and model YMCA&rsquo;s four core values of Caring, Honesty, Respect and Responsibilities are essential.
</li><li>Must be able to lift at least 50 lbs. Regularly required to stand; walk; reach with hands or arms; meet strength and lifting requirements; climb or balance; stoop, kneel, crouch, or crawl; Frequently required to sit; use hands to manipulate, handle, or feel objects, tools, or controls; and speak clearly and hear. Occasionally required to ascend/descend a ladder. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.
</li></ul></div></div><div><div>Essential Functions
</div><div><ul><li>Support the organization through the benefit of their expertise in computer help desk, ownership prioritization of tickets for staff support, problem troubleshooting, and reporting.
</li><li>Support maintenance of Microsoft 365 platform, including Sharepoint and CoPilot configuration, user training and support, and system administration.
</li><li>Assist in administrating data/user/file maintenance, photo/document/file storage, user account management, and other functions pertaining to web/media/device support.
</li><li>Support a culture of competence by developing and providing training to improve the growth of staff proficiencies. Create and maintain functional and referential documentation for how-to guides, Standard Operating Policies and Procedures, and network/system documentation.
</li><li>Project assistance; research, quotes, scope and timelines, installation, and ongoing support.
</li><li>Maintain cybersecurity best practices in the administration of systems, devices and users. Raise awareness of digital vulnerabilities and exploitations through user testing and training.
</li><li>Analyze problems and processes to identify solutions that support strategic plan goals.
</li><li>Optimize and maintain lifecycle of assets; replacement planning and status tracking.
</li><li>Work independently or with others as needed while maintaining communication throughout task or project duration through completion.
</li><li>Provide technical and equipment support for onsite, remote, and virtual meetings.
</li><li>Attend meetings, perform other related duties including working on ladders, and other tasks as deemed necessary by Supervisor as assigned/needed.
</li><li>Availability for after-hours assistance, and flexibility as needed for planned projects or emergencies, remote or onsite as required.
</li></ul></div></div><div><div>Required Certifications
</div><div><ul><li>ASHI Basic Life Support (BLS) for Healthcare Providers and Professional Rescuers, ASHI Basic First Aid, EPI and Asthma certifications, or equivalent</li></ul></div></div></div></div>

Help Desk Technician - On site

Arvig

<div><p><b>Help Desk Technician I</b></p>
<p>
$ 20.53 - $ 22.71</p>
<p><b>
Arvig: Committed to Service, Dedicated to You</b></p>
<p>
Join one of the nation's largest independent broadband service providers! At Arvig, we deliver leading-edge broadband and telecommunications solutions -including high-speed internet, TV, phone, and security- to residential and business customers across Minnesota and beyond.</p>
<p>
Our success is driven by a team of nearly 800 talented employees who embody our core values: ownership, engagement, efficient, and knowledge. We believe our people are the driving force behind everything we achieve, and we foster a culture built on courage, humility, open-mindedness, integrity, respect, and safety.</p>
<p>
At Arvig, our goal is clear: to provide exceptional service and reliable solutions, backed by the latest technology, in an environment where employees can thrive in growth and opportunity.</p>
<p>
Discover the Arvig Advantage -a workplace where you can bring your whole self, feel a true sense of belonging, and see your skills, ideas, and ambitions make a meaningful difference</p>
<p><b>
What You'll Do</b></p>
<p>
As a <b>Help Desk Technician</b>, you will be responsible for providing friendly and professional technical support to customers through calls, emails, and chats. You'll troubleshoot issues, learn to use industry-standard tools, and collaborate with a team to solve problems. Along the way, you&rsquo;ll gain hands-on experience, recommend process improvements, and contribute to exciting projects&mdash;all while helping customers and building your IT expertise!</p>
<p><b>
What You'll Bring</b></p>
<ul>
<li><b>Commitment to Safety:</b> A strong dedication to maintaining a safe environment -both physically and mentally- for yourself, your colleagues, and customers</li>
<li><b>Education:</b> High school diploma or GED required</li>
<li><b>Experience:</b> At least one year of customer service experience and/or a troubleshooting environment. Familiarity with gadgets like Wi-Fi routers, DSL modems, desktop computers, etc.</li>
<li><b>Knowledge:</b> A solid grasp of computer hardware and basic networking concepts; know your way around home tech like routers, remotes, set-top boxes, etc.</li>
<li><b>Technical proficiency:</b> Comfortable working with Microsoft Windows and Mac OS</li>
<li><b>System Savvy:</b> Confidence using troubleshooting tools and issue tracking systems to resolve problems</li>
<li><b>Customer Service Focus:</b> You're a people person who listens, connects, and helps customers feel at ease. You can explain tech stuff in a way that makes sense to everyone -tech-savvy or not.</li>
<li><b>Professional Vibes</b>: You're proactive and love learning about the latest tech trends. You've got a knack for solving problems and keeping things running smoothly. Positive, upbeat, and ready to help -it's just who you are!</li>
</ul>
<p>Bonus points if you have:</p>
<ul>
<li>AAS degree in computer, IT, networking or related</li>
<li>Experience in a technical phone support role</li>
<li>Knowledge of data communication protocols, high-speed connections, modem configuration, web browsers, Internet services such as HTTP, FTP, DNS, POP, etc.</li>
<li>Intermediate to advanced knowledge of email software, Windows, Mac systems, etc.</li>
<li>Intermediate understanding of Internet, phone and cable services is a plus</li>
</ul>
<p><b>Your Schedule</b></p>
<p>
The shift we are looking to fill is from 12:30-9:00 pm. Your schedule would include every other weekend.</p>
<p><b>
Your Location</b></p>
<p>
Remote: This position can be located in a variety of our work locations and could be a work from home opportunity for Minnesota residents.</p>
<p><b>
Experience the Benefits of a Career with Arvig</b></p>
<p>
At Arvig, we offer more than just a job -we provide a foundation for a fulfilling career, supported by benefits that empower you to succeed both professionally and personally.</p>
<ul>
<li>Competitive Pay; Start with a strong, competitive wage that reflects market standards, with opportunities for pay increases based on your performance and contributions</li>
<li>Comprehensive Insurance Coverage: Protect what matters most with robust health, dental, vision, and life insurance plans for you and your family</li>
<li>Financial Security: Plan confidently for the future with our 401(k) program and the added advantage of our Employee Stock Ownership Plan (ESOP) -because your success is our success</li>
<li>Work-Life Balance: Prioritize your well-being with generous paid time off, holidays, and educational reimbursement opportunities to support your growth</li>
<li>Clear Career Pathways: Explore visible career paths across the company, designed to help you grow, advance, and achieve your professional goals</li>
<li>Exclusive Perks: Enjoy company service discounts and FREE internet at your primary residence where Arvig provides service -because connected matters</li>
</ul>
<p>At Arvig, we're dedicated to creating an environment where you can grow, feel valued, and build a future you're proud of. <b>Join us and enjoy benefits designed with you in mind!</b></p>
<p>
Please note:<i> Arvig is unlikely to offer H-1B sponsorship due to limited H-1B visa availability.</i></p>
<p>
EOE/Disabilities/Vets</p><p>
Equal Opportunity Employer<br>
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.</p></div>

Help Desk Technician Tier I (Hybrid opportunity)

The Fortune Society

<div><p><b>Title:</b> Help Desk Support Technician I<br>
<b>Unit:</b> Information Technology<br>
<b>Reports to:</b> Director of Help Desk Support<br>
<b>Status:</b> Full Time; Regular; Non-Exempt</p><p><b>
Salary: </b>$24.73 to $27.48 (approximatley $45,000 to $50,000 annually)<br>
<b>Location:</b> Long Island City, Queens<br>
<b>Days/Hours:</b> 35 Hour Weekly schedule<br>
</p><p><b>Organization Overview:</b></p><p>
The Fortune Society, Inc. (Fortune) has been working for over 57 years in service to our mission: to support successful reentry from incarceration and promote alternatives to incarceration, thus strengthening the fabric of our communities. The organization has evolved into one of the nation&rsquo;s preeminent reentry and justice-informed service organizations, providing formerly incarcerated people with the skills and wrap-around services needed to break the cycle of crime and incarceration and to build productive lives in their communities.
</p><p></p><p>Fortune has grown steadily over the years to an agency with close to $90 million in annual budget with just under 600 staff. We anticipate that we will keep growing, both in size and depth of service. Fortune has a dual mission: both advocacy and service. The advocacy portion of our mission focuses on building a more just criminal legal system and reducing the barriers to reentry into society. The service side of Fortune has evolved to encompass a broad range of programs that started with employment and education and now includes a robust array of services, among them: alternatives to incarceration, supervised release, court advocacy, discharge planning within correctional facilities, licensed substance use and mental health treatment, a housing continuum ranging from emergency and transitional through permanent congregate and scattered site housing, assistance in obtaining benefits, a care management unit, HIV services, a food and nutrition program, and an arts program. Each service we provide is informed by the needs of the population we serve. Fortune currently serves approximately 14,000 people a year.. Our program models are recognized, both nationally and internationally, for their quality and innovation. We have locations in Brooklyn, The Bronx, Manhattan and Queens.</p><p>
</p><p><b>Position Summary:</b> The Help Desk Support Technician I serves as the primary point of contact for all incoming technical support inquiries, providing essential first-level technical assistance to end users. This role is crucial for ensuring the smooth operation of the organization&rsquo;s digital infrastructure, including computer systems, Virtual Desktop Infrastructure (VDI), and a wide range of hardware and software assets. They will be responsible for rapidly addressing user issues, documenting all actions, and escalating complex problems to senior IT staff to maintain a high standard of customer service and technical efficiency.</p><p>
</p><p><b>Core Competencies:</b></p><p><b>
Mission and Fit</b>: Embodies Fortune&rsquo;s mission and values and will be an effective member of the team in furthering both. The candidate should exhibit compassion and understanding for our participants (wherever they are in their re-entry process) and embrace Fortune&rsquo;s core value that none of us should be measured against the worst things we have done.</p><p>
</p><p><b>Essential Duties and Responsibilities:</b>
</p><ul><li><b>Front-line User Support</b>: Act as the initial point of contact for all technical issues and requests submitted via the ticketing system, or other communication channels. Triage, prioritize, and manage a high volume of support requests in a timely and professional manner.</li><li><b>
Tier 1 Troubleshooting and Resolution</b>: Diagnose and resolve a wide array of common technical issues, including, but not limited to, hardware failures, software application errors, operating system malfunctions, and user login issues. This includes providing remote and, when necessary, hands-on support.</li><li><b>
Virtual Desktop Infrastructure (VDI) Support</b>: Provide dedicated first-level support for the organization&rsquo;s Virtual Desktop Infrastructure (VDI), addressing user-specific issues such as connectivity problems, virtual machine access failures, and basic navigation and performance concerns within the VDI environment.</li><li><b>
User Account and Access Management</b>: Execute routine account administration tasks, including password resets, account lockouts, and initial user access provisioning for various applications and network resources, following established security protocols.</li><li><b>
Comprehensive Documentation</b>: Meticulously document all technical support incidents, including a detailed description of the issue, the troubleshooting steps taken, the final resolution, and any necessary follow-up actions. This documentation will be maintained in the help desk ticketing system to ensure a complete and accurate historical record.</li><li><b>
Effective Escalation</b>: Identify and escalate complex or unresolved issues to the appropriate senior team members, such as the Help Desk Support Technician II, Director of Help Desk Support, or Director of IT Infrastructure. Ensure all relevant documentation is provided during the escalation process to facilitate a seamless transition and rapid resolution.</li><li><b>
Asset Deployment and Configuration</b>: Assist with the setup, configuration, and deployment of new workstations, laptops, and mobile devices. Install and configure essential software applications and troubleshoot any peripheral devices (e.g., printers, scanners, monitors) to ensure they are fully operational for end users.</li><li>
Performs other duties as assigned.</li></ul><p><b>
Qualifications:</b>
</p><ul><li>High school diploma or equivalent, Associate&rsquo;s degree in Information Technology preferred;</li><li>
CompTIA A+ certification preferred;</li><li>
Basic knowledge of computer hardware, Windows/macOS operating systems, and Microsoft Office applications;</li><li>
Familiarity with Virtual Desktop Infrastructure (VDI) preferred;</li><li>
Strong problem-solving, communication, and organizational skills;</li><li>
Customer-focused mindset with the ability to learn quickly and follow procedures;</li><li>
Ability to multi-task with strong organizational and time management skills;</li><li>
Good self-direction and ability to problem solve and work as a team;</li><li>
A sense of humor.</li></ul><p>
</p><p><b>Travel Requirements:</b> - Required to travel to various organizational sites as needed.</p><p>
</p><p><b>Physical Demands:</b> May require lifting and transporting equipment weighing 50+ pounds.</p><p>
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities and requirements listed are representative of the knowledge, skills, minimum education, training, licensing, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
</p><p><i>The Fortune Society is an Equal Opportunity Employer. All qualified applicants will be afforded equal employment opportunities without discrimination because of conviction history, race, religion/creed, color, national origin, sex, age, disability, sexual orientation, gender identity, military status, predisposing genetic characteristics, victim of domestic violence status or marital status.</i></p></div>

Help Desk Support Technician I

General Dynamics Information Technology

<div></div><div><div><div>Clearance Level
<div>Other</div>
</div><div></div><div>Category
<div>Technical Support Services</div>
</div><div></div><div>Location
<div>Washington, District of Columbia</div>
<i>(</i><i>Onsite Workplace</i><i>)</i>
</div><div>
</div></div><div><div>Key Skills For Success
</div><div><p>Desktop Computers</p>
</div><div><p>Laptops</p>
</div><div><p>Remote Support</p>
</div><div><p>Technical Support</p>
</div><div><p>Troubleshooting</p>
</div></div><div></div><div><div><div><div><div><div>
</div></div></div><div><h5 class="jobSectionHeader"><b>REQ#:</b><b> </b><b>RQ222391</b></h5>
<h5 class="jobSectionHeader"><b>Public Trust:</b><b> </b><b>BI Full 6C (T4)</b></h5>
<h5 class="jobSectionHeader"><b>Requisition Type:</b><b> </b><b>Regular</b></h5>
<h5 class="jobSectionHeader"><b>Your Impact</b></h5>
<p>Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.</p>
<h2 class="jobSectionHeader"><b>Job Description</b></h2>
<div>HELP DESK TECHNICIAN V &ndash; EXECUTIVE SUPPORT TEAM LEAD
<p>Advance the mission while advancing your career. Join GDIT as a Help Desk Technician V and lead a high-performing Executive Support Team delivering white-glove, mission-critical IT services to senior executives, VIP stakeholders, and agency leadership. In this role, you will oversee executive support operations, drive service excellence, and ensure technology services remain aligned with mission objectives within a secure federal environment.</p>
MEANINGFUL WORK AND PERSONAL IMPACT
<p>As a Help Desk Technician V, the work you'll do at GDIT will directly support the mission of the U.S. Department of Education by ensuring executive leadership maintains uninterrupted access to the technology, communications, and collaboration platforms required to lead the Department and serve the American public.</p>
<p>You will play a critical leadership role in managing executive support operations, resolving high-priority technical issues, and driving operational improvements across a complex enterprise environment.</p>
<ul><li><p>Lead and mentor a 4&ndash;6-person Executive Support Team responsible for providing white-glove technical support to senior executives, political appointees, SES personnel, and VIP stakeholders.</p>
</li><li><p>Manage team scheduling, workload distribution, queue health, escalations, and SLA performance to ensure exceptional customer service delivery.</p>
</li><li><p>Collaborate with Service Desk, Engineering, Cybersecurity, Telecommunications, Network Operations, and Field Support teams to resolve complex technical issues and support mission-critical initiatives.</p>
</li><li><p>Drive continuous service improvement through ITIL-based processes, operational reporting, knowledge management, and trend analysis.</p>
</li><li><p>Utilize Microsoft 365, Windows 10/11, Azure Active Directory, ServiceNow, Microsoft Teams, Teams Phone, Intune, MECM/SCCM, VTC platforms, endpoint security tools, and enterprise collaboration technologies.</p>
</li></ul>KEY RESPONSIBILITIESTeam Leadership &amp; Operations
<ul><li><p>Lead, mentor, and develop Executive Support personnel.</p>
</li><li><p>Manage ticket queues, escalations, service metrics, and operational priorities.</p>
</li><li><p>Develop and maintain SOPs, runbooks, and executive support procedures.</p>
</li><li><p>Coordinate executive event support, travel support, and high-visibility technology engagements.</p>
</li><li><p>Provide executive-level communications during incidents and service disruptions.</p>
</li></ul>Executive &amp; VIP Support
<ul><li><p>Deliver white-glove support for executive offices and VIP customers.</p>
</li><li><p>Support Windows 10/11, Microsoft 365, Outlook, Teams, and mobile devices.</p>
</li><li><p>Configure and support Microsoft Teams Rooms, Zoom, Webex, and VTC technologies.</p>
</li><li><p>Support Teams Phone, VoIP services, call routing, voicemail, and delegation services.</p>
</li><li><p>Provide conference room and executive boardroom technology support.</p>
</li></ul>Identity, Endpoint &amp; Device Management
<ul><li><p>Manage user provisioning, onboarding, offboarding, and access management.</p>
</li><li><p>Support Active Directory, Azure AD, Group Policy, and hybrid identity environments.</p>
</li><li><p>Administer endpoint management platforms including Intune, MECM/SCCM, and JAMF.</p>
</li><li><p>Support endpoint compliance, patching, software deployment, and lifecycle management.</p>
</li><li><p>Coordinate hardware repair, warranty services, and vendor support engagements.</p>
</li></ul>Network, Security &amp; Compliance
<ul><li><p>Troubleshoot network connectivity, VPN, MFA, DNS, DHCP, wireless, and remote access issues.</p>
</li><li><p>Support endpoint security solutions including Microsoft Defender for Endpoint, CrowdStrike, and Tanium.</p>
</li><li><p>Partner with cybersecurity teams on vulnerability remediation and incident response activities.</p>
</li><li><p>Maintain compliance with federal security standards, agency policies, and access control requirements.</p>
</li><li><p>Support HSPD-12/PIV processes and continuity of operations (COOP) activities.</p>
</li></ul>ITSM &amp; Continuous Improvement
<ul><li><p>Operate within ServiceNow and ITIL-based service management processes.</p>
</li><li><p>Analyze ticket trends, service metrics, and operational performance indicators.</p>
</li><li><p>Develop KPI dashboards and executive reporting.</p>
</li><li><p>Recommend workflow improvements and knowledge management enhancements.</p>
</li><li><p>Ensure Section 508 accessibility compliance for supported technologies and services.</p>
</li></ul>WHAT YOU'LL NEED TO SUCCEEDEducation
<ul><li><p>Associate of Arts (AA) or Associate of Science (AS) degree in Information Technology, Computer Science, or related field.</p>
</li><li><p>Equivalent combination of education and experience may be considered.</p>
</li></ul>Experience
<ul><li><p>8+ years of related IT support experience (Service Desk, Deskside Support, VIP/Executive Support, or similar).</p>
</li><li><p>2+ years leading a technical support team in a high-touch customer environment.</p>
</li><li><p>Experience supporting senior executives, agency leadership, or VIP customers.</p>
</li><li><p>Federal government experience preferred.</p>
</li></ul>Technical Skills
<ul><li><p>Windows 10/11 Administration</p>
</li><li><p>Microsoft 365 (Outlook, Teams, OneDrive, Office Applications)</p>
</li><li><p>Active Directory and Azure Active Directory</p>
</li><li><p>Group Policy Administration</p>
</li><li><p>Microsoft Teams Phone and VoIP Technologies</p>
</li><li><p>ServiceNow or comparable ITSM platform</p>
</li><li><p>Intune, MECM/SCCM, JAMF</p>
</li><li><p>VPN and Remote Access Technologies</p>
</li><li><p>Mobile Device Support (iOS and Android)</p>
</li><li><p>Endpoint Security Solutions (Microsoft Defender, CrowdStrike, Tanium)</p>
</li><li><p>Network Troubleshooting (DNS, DHCP, Routing, Wireless)</p>
</li></ul>Collaboration &amp; Communication Technologies
<ul><li><p>Microsoft Teams Rooms</p>
</li><li><p>Zoom</p>
</li><li><p>Webex</p>
</li><li><p>VTC and A/V Conference Room Systems</p>
</li><li><p>Executive Boardroom Technology Support</p>
</li></ul>Security Clearance Level
<ul><li><p>Ability to obtain and maintain a Public Trust clearance.</p>
</li></ul>U.S. Citizenship RequiredRole Requirements
<ul><li><p>Exceptional executive-level customer service and communication skills.</p>
</li><li><p>Strong leadership, mentoring, and team development capabilities.</p>
</li><li><p>Ability to perform root cause analysis and drive issue resolution under pressure.</p>
</li><li><p>Ability to work onsite within a federal environment.</p>
</li><li><p>Ability to participate in after-hours support, executive events, and on-call rotations as required.</p>
</li></ul>GDIT IS YOUR PLACE
<p>At GDIT, the mission is our purpose, and our people are at the center of everything we do.</p>
<ul><li><p>Growth: AI-powered career tools that identify career development opportunities and learning paths.</p>
</li><li><p>Support: Internal mobility programs focused on helping you achieve your career goals.</p>
</li><li><p>Rewards: Comprehensive benefits and wellness packages, 401(k) with company match, competitive compensation, and paid time off.</p>
</li><li><p>Community: Award-winning culture of innovation and a military-friendly workplace.</p>
</li></ul>OWN YOUR OPPORTUNITY
<p>Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your commitment to service excellence. Join a team dedicated to supporting executive leadership and advancing the mission of the Department of Education through exceptional technology support and operational excellence.</p>
</div></div><p></p><div><div><div><h3 class="jobSectionHeader"><b>Work Requirements</b></h3>
</div></div><div></div><div><div>Years of Experience
<p>8 + years of related experience</p>
<ul><li>may vary based on technical training, certification(s), <b><i>or</i></b> degree</li></ul>
</div><div></div><div>Certification
<p>ITIL 4 Foundation | PeopleCert - PeopleCert</p>
</div><div></div><div>Travel Required
<p>Less than 10%</p>
</div><div></div><div>Citizenship
<p>U.S. Citizenship Required</p>
</div></div></div></div><div><h3 class="jobSectionHeader"><b>Salary and Benefit Information</b></h3>
<p>The likely hourly rate for this position is between $34.74 - $47.00. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
</p>
<h3 class="jobSectionHeader"><b>Our Identity Verification Process</b></h3>
<p>As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.</p>
<h3 class="jobSectionHeader"><b>About Our Work</b></h3>
<div></div><p>We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.</p>
<p>Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.</p>
<p><i>Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</i></p></div></div></div></div>

Team Lead Help Desk Technician V (Executive/VIP Support) DC Metro Area

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Team Lead Help Desk Technician V (Executive/VIP Support) DC Metro Area