Helpdesk Support Specialist Jobs
Listed on 2026-08-16
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IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Helpdesk Support Specialist
We are seeking a highly motivated Helpdesk Support Specialist to provide Level 1 and Level 2 technical support in a fast-paced, enterprise environment. This is an on-site position in Washington, DC, supporting end users through a government-furnished ticketing system that tracks, monitors, and prioritizes service requests and IT-related projects. The ideal candidate is customer-focused, detail-oriented, and skilled in troubleshooting a wide range of IT systems and end-user technologies.
Location:
On-site, Washington, DC
Clearance Requirements:
- Applicants selected may be subject to a government security investigation.
- USA Citizenship is required.
Responsibilities:
- Respond to and resolve escalated technical support requests related to hardware, software, and network issues.
- Perform in-depth troubleshooting and diagnostics to identify root causes of technical problems.
- Collaborate with Tier I support and other IT teams to ensure seamless issue resolution and knowledge sharing.
- Maintain accurate records of support activities, solutions, and user interactions in the ticketing system.
- Assist in the deployment, configuration, and maintenance of IT equipment and software applications.
- Provide guidance and training to Tier I technicians to enhance their problem-solving capabilities.
- Participate in the development and implementation of helpdesk policies, procedures, and best practices.
- Escalate unresolved issues to higher-level support or vendors as appropriate while ensuring timely follow-up.
Minimum Qualifications:
- 1-3 years of helpdesk or service desk experience in an enterprise or government environment.
- CompTIA A+, Network+, Security+, or equivalent certifications.
- Experience with ticketing systems, incident lifecycle management, and remote support tools.
- Hands-on experience with desktop/laptop hardware, printers/MFDs, mobile devices, VTC systems, and VOIP phones.
- Knowledge of Active Directory user and computer management.
- Familiarity with LAN/WAN basics and troubleshooting techniques.
- Strong customer service, communication, and documentation skills.
- Excellent problem-solving skills and the ability to communicate technical information clearly to non-technical users.
- Ability to work on-site and support assigned shifts and rotating weekends.
- Must meet eligibility requirements for government background screening.
Preferred Qualifications:
- Experience supporting government agencies or regulated IT environments.
- Familiarity with imaging systems or enterprise deployment platforms
- Familiarity with virtualization technologies and cloud-based services.
- Knowledge of cybersecurity best practices and endpoint protection solutions.
- ITIL Foundation certification or knowledge of ITIL-based processes
Physical Requirements:
- Must be able to lift and move equipment up to 40 lbs.
- Ability to travel between facilities within the DC area as needed for support.
- Ability to perform on-site duties across designated shifts.
Monday thru Friday - 7am to 4pm; 8am to 5pm; 9am to 6pm; 10am to 7pm Saturday and Sunday - 7am to 1pm or 1pm to 7pm
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