Join a benefits-forward team at Ardent Eagle Solutions. This role supports a Department of Commerce program and blends on-site collaboration with remote work in Washington, DC. You’ll be part of a culture that prioritizes reliable IT support, proactive problem solving, and ongoing professional growth. The position includes health and welfare contributions, the option to enroll in company-sponsored health plans, a matching 401(k), continuing education assistance, and paid time off.
Benefits
- Health and welfare contributions
- Option to enroll in company-sponsored health plans at your own cost
- Matching 401(k) plan
- Continuing education assistance
- Paid time off
Overview
The Help Desk Specialist serves as the first point of contact for end users needing technical assistance, ensuring timely resolutions with a strong focus on customer service and operational continuity. The role supports Windows and macOS environments, handling hardware and software issues while adhering to federal IT standards in a hybrid on-site and remote setting.
Responsibilities
- Be the primary contact for end-user technical support via phone, email, web portals, and in-person interactions
- Troubleshoot and resolve issues related to email systems and account access
- Troubleshoot and resolve issues with network directories and user permissions
- Troubleshoot and resolve operating system problems for Windows and macOS
- Troubleshoot and resolve issues with standard desktop applications such as the Microsoft Office Suite
- Troubleshoot and resolve issues with applications developed or deployed under the contract
- Diagnose and resolve hardware and software problems on desktops, laptops, and peripherals
- Support printer and connectivity problems
- Document, track, and manage incidents and service requests using a ticketing system
- Escalate complex or unresolved issues to appropriate technical teams and ensure follow-through
- Maintain accurate records of issues, resolutions, and user interactions
- Provide clear and professional guidance to users with varying technical abilities
- Contribute to knowledge base articles and standard operating procedures as needed
Requirements
- Approximately 2 years of experience in a help desk, technical support, or related IT role
- Proven ability to troubleshoot hardware and software issues across multiple platforms
- Experience supporting both Windows PC and macOS environments
- Strong customer service skills with the ability to convey technical information clearly
- Familiarity with ticketing systems and incident management processes
- Ability to prioritize tasks and manage multiple support requests in a fast-paced setting
- Educational requirement: Associate’s Degree (AA/AS) in Information Technology, Computer Science, or a related field
- This role may require the ability to obtain and maintain a Public Trust clearance or other government suitability determination
Certifications
- CompTIA A+
- CompTIA Network+
- Microsoft Certified: Modern Desktop Administrator Associate
- Apple Certified Support Professional (ACSP)
Technologies
Microsoft Office Suite, Windows, macOS
Compensation
The compensation range for this position is 26 to 33 USD per hour. Details are discussed with candidates advancing in the interview process, with final terms determined by experience, skills, education, and contract requirements.
Location and Schedule
The role supports a hybrid work arrangement with regular on-site presence in Washington, DC. Employees will report on-site several days each week, with specifics coordinated with a Supervisor. Core hours typically run 9:00 AM to 3:00 PM ET, Monday through Friday, within a 40-hour work week. If remote work is possible, it must align with company policies and require reliable internet access and an appropriate work environment. Eligible candidates must reside within a reasonable commuting distance of Washington, DC. Signing the company’s Work from Home and Telework policies is required prior to remote authorization.
