Helpdesk Technician - Reston, VA

Short Description

Bowman has an opportunity for a Helpdesk Technician I to join our team in Reston, VA.

At Bowman, we believe in creating opportunities for aspiring people to thrive and achieve ambitious goals. That's why a career at Bowman is more than a job. It is an opportunity to be part of a diverse and engaged community of professionals, to be treated as a respected and valued member of a motivated team and to be empowered to do exceptional work that advances the best interest of everyone involved.

We recognize the importance of creating a work environment that is both rewarding to our employees and supportive of our unwavering commitment to provide unparalleled service to our clients.

Provides first-level technical support to internal users by troubleshooting basic hardware, software, network, and account-related issues. This role ensures timely resolution of service requests, accurate documentation, and excellent customer support experience while escalating more complex issues to higher-level support teams as needed.

• Follow established IT policies, procedures, and service standards.
• Seek guidance from senior technicians or supervisors when dealing with unfamiliar issues.
• Represent the IT department professionally in interactions with employees and vendors.
• Monitor and respond to helpdesk tickets, emails, calls, and walk‑ups.
• Escalate unresolved issues to Tier II/Tier III/Tier IV support following escalation protocols.
• Maintain accurate records of work performed in the IT ticketing system.
• Deliver on-site IT support at the corporate office by directly assisting staff with troubleshooting and supporting conference rooms and studio equipment.
• Troubleshoot basic issues involving workstations, mobile devices, printers, applications, and connectivity.
• Reset passwords, unlock accounts, and assist with MFA, VPN, and basic system access problems.
• Install, configure, and update standard software packages and security tools.
• Perform routine hardware setups including peripherals, reimages, and equipment refreshes.
• Provide clear, user-friendly instructions and support to employees with varying technical skill levels.

• Self‑reliance and ability to follow direction.
• Ability to ask for additional clarification and assistance when needed.
• Ability to work both independently and within a team environment.
• Ability to work effectively with other departments and employees at all levels.
• Highly motivated and problem‑solving attitude.
• Strong sense of urgency in responding to constituents.
• Effective verbal and written communication skills, in person as well as on the telephone.
• Strong work ethic, attention to detail, and commitment to quality.
• Effective working relationship with internal leaders and peers, as well as external clients.

• High school diploma or equivalent required; associate degree in IT or related field preferred.
• 0–1 year of experience in technical support, IT service desk, or related internship.
• Basic knowledge of Windows OS, MS Office, and common business applications.
• CompTIA A+, ITIL Foundation, or similar certifications preferred but not required.

• Medical, dental, vision, life, and disability insurance.
• 401(k) retirement savings plan with company match.
• Paid time off, sick leave, and paid holidays.
• Tuition reimbursement and professional development support.
• Discretionary bonuses and other performance-based incentives.
• Employee Assistance Program (EAP), wellness initiatives, and employee discounts.

• Primarily indoor professional office environment which may include bright/dim light, noise, fumes, odors, and traffic.
• Mobility around an office environment.
• Frequent and prolonged use of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• Occasional lifting or carrying up to 50 pounds.
• Occasional pushing or pulling up to 50 pounds.
• Occasional reaching outward or above shoulder.

Note:

While this job description is intended to be an accurate reflection of the job requirements, it is not designed to cover or contain a comprehensive listing of…