Help Desk Technician

Oneida Technology Services is seeking an on-site Help Desk Technician in Washington, DC to support end users through a ticketing system. The role focuses on resolving hardware and software issues, performing desk-side services, and providing after-hours support for critical incidents while keeping IT equipment records accurate.

Role Responsibilities

• Monitor, triage, and respond to user support requests using the ticketing system.
• Troubleshoot hardware and software problems affecting desktops, laptops, and mobile devices.
• Deliver desk-side support, including device reimaging, OS reinstalls, and equipment configuration.
• Provide after-hours support for critical incidents, including remote access or telework issues.
• Prepare IT equipment for deployment, relocation, or disposal in accordance with established policies.
• Assist with workstation setups, cabling, and system installation activities.
• Validate equipment and system performance after maintenance or installation work.
• Support diagnostics of network equipment under the direction of networking teams.
• Update, track, and maintain asset inventory records.
• Assist with receiving, tagging, and documenting IT equipment.
• Maintain clear and timely documentation of service actions and ticket updates.
• Support IT needs for staff and student training environments.
• Collaborate with IT support teams to maintain consistent service delivery.
• Follow established IT service procedures and best practices to support quality and compliance.

Required Qualifications

• High school diploma with 0–2 years of related IT support experience (or an equivalent combination of experience).
• Fundamental IT field support knowledge and experience working with Microsoft Windows operating systems.
• Basic understanding of IT operations and maintenance (O&M) processes.
• Strong customer service skills, with effective oral and written communication.
• Ability to follow documented procedures and work under supervision.
• U.S. Citizen status.
• Ability to obtain and maintain a Public Trust Clearance.
• HDI or SDI certification.
• CompTIA A+.
• ITIL v3 Foundation or ITIL v4.

Preferred Certifications

• CompTIA Security+
• CompTIA Network+
• CompTIA Server+
• Microsoft 365 Certified: Fundamentals (or equivalent)
• AppleCare Mac Technician, Apple Certified Support Professional, or Apple Certified IT Professional

Technologies

• Microsoft Windows
• Microsoft 365 Certified: Fundamentals
• ITIL v3 Foundation
• ITIL v4

Compensation and Location

Location: Washington, DC (onsite)

Salary: USD 20 per hour

Benefits

• 15 Days of Paid Time Off
• 11 Paid Holidays
• 401(k) Retirement Plan with Company Match
• Medical, Dental, and Eye Insurance
• Employee Referral Program
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Wellness Program
• Multiple Voluntary Medical Benefits