Helpdesk Specialist

We are seeking an experienced Helpdesk / Desktop Support Specialist to join a technical support team serving a large public-sector environment with multiple locations across Washington, DC. The Specialist will be the first point of contact for end users, responding to and diagnosing technical problems, resolving service requests and incidents within defined SLAs, and providing hands-on support for desktops, mobile devices, and enterprise applications. This is a 100% onsite position that requires regular travel between sites throughout the District.

Responsibilities

• Respond to, diagnose, and resolve technical issues through discussion with end users, closing out assigned service requests and incidents within established Service Level Agreements (SLAs).
• Provide desk-side and remote support for the installation, operation, and maintenance of desktop software, including Windows and macOS operating systems, off-the-shelf products (Microsoft Office, Project, Visio, Outlook), and endpoint management tools.
• Log, track, and route service requests and incidents in an incident management (ticketing) system.
• Provide technical expertise on Microsoft products, including Microsoft Office, Windows operating systems, and related Microsoft applications.
• Troubleshoot issues related to enterprise-specific applications and web applications.
• Provide technical support for mobile devices, including iPads, iPhones, Android devices, and tablets.
• Deliver a high level of customer service to end users on a daily basis, making non-technical users comfortable with complex technology concepts.
• Adhere to all enterprise-wide security policies related to the security and integrity of organization-owned resources.
• Collaborate with IT leadership to test and implement cost-effective technology solutions.
• Work with other technical teams to coordinate multi-tiered technical support during outages and widespread security incidents.

Required Qualifications

• Bachelor's degree in Information Technology or a related field, or equivalent experience (5 years)
• 3+ years providing second-tier support to end users, servers, or mainframe applications/hardware
• 3+ years of strong customer service experience in a technical support role
• 3+ years of expertise troubleshooting complex software-related issues
• 3+ years of demonstrated experience making non-technical users comfortable with complex technology concepts
• 3+ years of working knowledge of the Microsoft Office Suite
• 3–10 years of overall IT support experience
• Ability to work 100% onsite and travel between sites throughout Washington, DC

Highly Desired Qualifications

• 5+ years supporting desktop operating systems (Windows 11 and macOS)
• 5+ years diagnosing and resolving end-user computer and peripheral problems
• 5+ years documenting, tracking, and monitoring end-user, server, or hardware problems
• Experience supporting a school, campus, or other large multi-site environment

Additional Requirements

• Must be able to work onsite full time; this position is not eligible for remote or hybrid work.
• Must have reliable transportation to travel between sites within Washington, DC.
• Planned absences greater than two consecutive weeks must be approved in advance.
• No reimbursable travel or expenses are associated with this position.