16+Years Helpdesk Specialist Master

This onsite helpdesk specialist role supports the DC Government in Washington, DC, delivering Tier 1 and 2 technical support, user services, device management, escalation handling, and security and compliance tasks.

Role Overview

An onsite support professional providing frontline and secondary technical assistance to government users. The position emphasizes effective communication, device and software management, issue diagnosis, and adherence to security policies while coordinating with specialized teams as needed.

Key Responsibilities

• Deliver Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot Windows operating system issues, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
• Assist with password resets, account unlocks, and identity management via Active Directory and other authentication tools.
• Diagnose and resolve hardware faults, software errors, and configuration problems.
• Serve as the initial point of contact for IT support requests via phone, email, ticketing system, or walk-in visits.
• Communicate in a clear, courteous, and professional manner with end users.
• Document all support interactions, resolutions, and follow-up actions in the ticketing system.
• 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, and lifecycle management.
• Maintain an accurate inventory of IT equipment and related documentation.
• Escalate complex or unresolved issues to specialized teams (network, security, server, or applications support).
• Collaborate with IT colleagues to identify recurring issues and recommend improvements.
• Participate in incident response efforts during outages or critical system disruptions.
• Ensure devices and systems comply with District security policies.
• Support patching, antivirus updates, and security configurations on end-user devices.
• Report potential security incidents or vulnerabilities to appropriate teams.
• Contribute to continuous improvement by recognizing patterns and recommending changes.
• Provide second-tier support for issues related to PC, server, or mainframe applications or hardware as needed.
• Interact with network services, software systems engineering, and applications development to restore service or identify root causes.
• Simulate or reproduce user problems to diagnose operating difficulties and guide resolution.
• Suggest system modifications to reduce user problems and improve reliability.

Qualifications and Experience

• Minimum education: High school diploma or equivalent; an associate degree or technical certification is preferred.
• 16 years of relevant experience in helpdesk or IT support roles.
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.
• Familiarity with Active Directory, ServiceNow ticketing systems, and remote support tools.
• Proven ability to troubleshoot hardware, software, and network issues.
• Excellent communication, customer service, and problem-solving skills.
• Certifications: CompTIA A+, Network+, or Security+.
• Experience supporting government or large enterprise environments.
• Knowledge of ITIL practices and service management principles.
• Strong customer-service orientation with the ability to work independently and as part of a team.
• Patience, professionalism, and attention to detail; capable of managing multiple tasks in a fast-paced environment.
• Approach to problem solving includes user discussion, diagnosis, research, isolation, resolution, and follow-up.

Technology Stack

• Windows 11
• Microsoft 365
• Active Directory
• ServiceNow
• VPN

Contract Details

Location: Washington, DC (onsite)

Compensation: USD 32 - 35 per hour

Job Type: Contract

Education and Experience baseline: Bachelor's degree in IT or related field or equivalent experience