Helpdesk Specialist Master

On site in Washington, DC, the Helpdesk Specialist Master delivers frontline IT support for District employees, troubleshoots hardware and software, and escalates complex issues to specialized teams as needed.

Role Overview

The on-site Helpdesk Specialist Master provides first-line IT assistance to District staff, handling equipment and software issues, maintaining reliable technology access, and guiding users through basic functions while coordinating escalation for more advanced problems.

Responsibilities

• Deliver Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot Windows operating systems, 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 failures, software errors, and configuration issues.
• Serve as the first point of contact for IT requests via phone, email, ticketing system, or walk-ins.
• Provide clear, courteous, and professional communication to end users.
• Document all support interactions, resolutions, and follow-up actions in the ticketing system.
• Offer 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 IT equipment inventory with accurate tracking and documentation.
• Escalate complex or unresolved issues to specialized teams (network, security, server, or application support).
• Collaborate with IT staff to identify recurring issues and recommend improvements.
• Participate in incident response efforts for outages or critical system disruptions.
• Ensure all 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 the appropriate teams.

Qualifications and Requirements

• Minimum experience: 11 years
• 16+ years diagnosing and resolving end-user computer and peripheral problems (Required)
• 16+ years providing second-tier support to end users, server, or mainframe apps/hardware (Required)
• 16+ years documenting, tracking, and monitoring end user, server, or mainframe problems (Highly desired)
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications (Required 10+ years)
• Install, configure, and update software and operating systems on end-user devices (Required 16+ years)
• Familiarity with Active Directory, ServiceNow ticketing systems, and remote support tools (Required 16+ years)
• Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications (Required 10+ years)
• Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools (Required 16+ years)
• Diagnose and resolve hardware failures, software errors, and configuration issues (Required 16+ years)
• Deliver clear, courteous, and professional communication to end users (Required 16+ years)
• Document all support interactions, resolutions, and follow-up actions in the ticketing system (Required 16+ years)
• Provide guidance and training to users on basic technology functions and best practices (Required 16+ years)
• Bachelor’s degree in IT or related field or equivalent experience

Technologies

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

Job Details

Location: Washington, DC (onsite)

Compensation: USD 32 - 37 per hour

Job Type: Contract

Role Description

The role entails providing first-line technical support to District employees, ensuring timely resolution of IT issues, and maintaining reliable access to technology services by troubleshooting hardware and software and escalating complex problems to appropriate teams.

Complete Description

The Help Desk Technician delivers frontline technical support to client staff, ensuring prompt issue resolution and high-quality customer service. This position supports the District’s mission by maintaining dependable technology services, diagnosing hardware and software problems, and escalating complex issues to the relevant teams.

Skills

• Bachelor’s degree in IT or related field or equivalent experience (Highly desired)
• 16+ years diagnosing and resolving end-user computer and peripheral problems (Required)
• 16+ years providing second-tier support to end users, server, or mainframe apps/hardware (Required)
• 16+ years documenting, tracking, and monitoring end user, server, or mainframe problems (Highly desired)
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications (Required)
• Install, configure, and update software and operating systems on end-user devices (Required)
• Familiarity with Active Directory, ServiceNow, and remote support tools (Required)
• Troubleshoot Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications (Required)
• Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools (Required)
• Diagnose and resolve hardware failures, software errors, and configuration issues (Required)
• Deliver clear, courteous, and professional communication to end users (Required)
• Document all support interactions, resolutions, and follow-up actions in the ticketing system (Required)
• Provide guidance and training to users on basic technology functions and best practices (Required)