Help Desk Specialist

CentreIT Corporation is offering a hybrid, Washington, DC based Help Desk Specialist role with an hourly rate of $20.00 - $25.00. You will deliver Tier 1 and Tier 2 end-user support to District government employees, combining technical problem solving with professional, responsive service. The position requires a high school diploma or equivalent, with a bachelor’s degree in IT or a related field noted as preferred and extensive IT experience across Windows, Microsoft 365, VPN, and related technologies.

Responsibilities

• Engage with end users to diagnose technical problems through discussion and careful assessment.
• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, peripherals, applications, and related hardware.
• Manage issues through a structured support process: recognition, research, isolation, resolution, escalation, and follow-up.
• Serve as a focal point for customer concerns and offer professional assistance on a range of technical topics.
• Identify, research, troubleshoot, and resolve problems involving hardware, software, operating systems, applications, user accounts, and network connectivity.
• Respond to requests via phone, email, ticketing systems, walk-ins, and staff inquiries for technical support.
• Document, track, monitor, and update support tickets to ensure timely resolutions.
• Provide second-tier support to end users for PC, server, mainframe applications, hardware, and related systems.
• Collaborate with network services, systems engineering, security, server, and application support teams to restore services and address root causes.
• Reproduce user issues to facilitate resolution of operating difficulties.
• Suggest system changes, process improvements, or technical solutions to reduce recurring problems.
• Troubleshoot Windows operating systems, Windows 11, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
• Assist with password resets, account unlocks, identity management, and access issues using Active Directory and related tools.
• Diagnose hardware failures, software errors, configuration problems, and device performance issues.
• Install, configure, update, and support software and operating systems on end-user devices.
• Support device imaging, deployment, setup, replacement, and lifecycle management.
• Maintain accurate inventory records for IT equipment and related documentation.
• Use ServiceNow or similar ticketing systems to record interactions, resolutions, escalations, and follow-up actions.
• Provide guidance and training to users on basic technology functions, system usage, security awareness, and IT best practices.
• Assist with patch management, antivirus updates, endpoint security settings, and compliance with District security policies.
• Report potential security incidents or vulnerabilities to appropriate teams.
• Participate in outage support, incident response, and critical system disruption activities as needed.

Requirements

• High school diploma or equivalent required.
• Associate degree, bachelor’s degree in IT or related field, or equivalent experience preferred.
• Bachelor’s degree in IT or related field or equivalent experience highly desired.
• 20 years of education and/or equivalent IT-related experience highly desired.
• 16+ years of experience diagnosing and resolving end-user computer and peripheral problems.
• 16+ years of experience providing second-tier support to end users for PC, server, mainframe applications, or hardware.
• 16+ years of experience documenting, tracking, and monitoring end-user, server, or mainframe application/hardware problems highly desired.
• 10+ years of strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.
• 16+ years of experience installing, configuring, and updating software and operating systems on end-user devices.
• 16+ years of familiarity with Active Directory, ServiceNow, and remote support tools.
• 10+ years of experience troubleshooting Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise application issues.
• 16+ years of experience assisting with password resets, account unlocks, identity management, and authentication tools.
• 16+ years of experience diagnosing and resolving hardware failures, software errors, and configuration issues.
• 16+ years of experience delivering clear, courteous, and professional communication to end users.
• 16+ years of experience documenting support interactions, resolutions, and follow-up actions in a ticketing system.
• 16+ years of experience providing guidance and training to users on basic technology functions and best practices.

Technologies

Windows 11, Microsoft 365, Active Directory, ServiceNow, VPN, remote support tools

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.
• Experience supporting government, public sector, or large enterprise environments.
• Knowledge of ITIL practices and service management principles.
• Experience supporting Windows 11, Microsoft 365, VPN clients, endpoint security tools, and enterprise applications.
• Experience with ServiceNow or similar IT service management platforms.
• Experience with remote support tools and endpoint management systems.
• Experience supporting incident response, outages, and high-priority technical issues.
• Experience maintaining IT asset inventory and supporting device lifecycle management.

Required Skills

• Help desk and desktop support
• Tier 1 and Tier 2 technical support
• Windows 11 support
• Microsoft 365 support
• Active Directory
• ServiceNow ticketing
• Remote support tools
• Password resets and account unlocks
• Identity and access management support
• VPN troubleshooting
• Network connectivity troubleshooting
• Hardware and software troubleshooting
• Printer and peripheral support
• Software installation and configuration
• Operating system updates and patching
• Ticket documentation and follow-up
• End-user training and customer service
• Incident escalation and collaboration with technical teams

Key Competencies

• Strong customer-service orientation
• Excellent verbal and written communication skills
• Strong troubleshooting and analytical abilities
• Professional, courteous, and patient approach to user support
• Ability to manage multiple requests in a fast-paced environment
• Ability to work independently and as part of a team
• Attention to detail and accurate documentation
• Ability to follow established processes, procedures, and escalation paths
• Skill in translating technical information for non-technical users
• Commitment to timely issue resolution and high-quality service

Resume Submission Requirement

Candidates must clearly list the required technologies, responsibilities, and minimum years of experience on their resume. The resume must demonstrate that the candidate meets the minimum required years for each required skill area.

Pay

$20.00 - $25.00 per hour

Work Location

Hybrid remote in Washington, DC 20003