IT helpdesk Job Washington area,District of Columbia USA,IT/Tech

Position - IT helpdesk

Location - 1100 4th St SW, Washington, District Of Columbia 20024

Position Responsibilities:

Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.
Diagnose and resolve hardware failures, software errors, and configuration issues.
Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk?ins, delivering clear, courteous, and professional communication.
Document, track, and monitor all support interactions, resolutions, and follow?up actions in the ticketing system to ensure a timely resolution.
Provide guidance and training to users on basic technology functions and best practices.
Install, configure, and update software and operating systems on end?user devices.
Support device imaging, deployment, lifecycle management, and maintain inventory of IT equipment.
Escalate complex or unresolved issues to specialized teams and collaborate with other IT staff to identify recurring issues.
Participate in incident response efforts when needed, including outages or critical system disruptions.
Ensure all devices and systems comply with District security policies, and support patching and antivirus updates.
Supervise the operation of the help desk and serve as the focal point for customer concerns.
Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems.

Must have

16+ yrs. diagnosing and resolving end user computer/computer peripherals problems

10+ years of experience

16+ yrs. providing second-tier support to end users, server, or mainframe apps/hardware

Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as

10+ years of experience

Install, configure, and update software and operating systems on end user devices.

10+ years of experience

Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.

10+ years of experience

Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.

10+ years of experience

Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.

10+ years of experience

Diagnose and resolve hardware failures, software errors, and configuration issues.

10+ years of experience

Deliver clear, courteous, and professional communication to end users.

10+ years of experience

Install, configure, and update software and operating systems on end user devices

10+ years of experience

Document all support interactions, resolutions, and follow up actions in the ticketing system.

10+ years of experience

Provide guidance and training to users on basic technology functions and best practices.

10+ years of experience

Nice to have

16+ yrs. documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems

10+ years of experience

Experience required

Required Qualifications:

16+ years of experience diagnosing and resolving end-user computer/computer peripherals problems.
16+ years of experience providing second-tier support to end users, server, or mainframe apps/hardware.
16+ years of experience installing, configuring, and updating software and operating systems on end user devices.
16+ years of experience with Active Directory, Service Now ticketing systems, and remote support tools.
16+ years of experience assisting with password resets, account unlocks, and identity management.
16+ years of…