IT Help Desk Specialist

Provide end-user IT support, troubleshoot technical issues, and maintain help desk workflows across software, hardware, networking, and system access.

Responsibilities

• Install, configure, and update hardware and software for end users
• Manage and resolve issues reported through help desk tickets, covering software, hardware, networking, and system access
• Deliver desk-side support and coordinate with internal and external IT teams when needed
• Monitor and maintain IT inventory, including lifecycle management and usage tracking
• Offer informal user training and troubleshooting guidance to improve the end-user experience
• Troubleshoot local network problems, including VPN and wireless connection issues
• Maintain up-to-date technical documentation such as FAQs and support procedures
• Log, monitor, and update help desk tickets in the organization’s ticketing system
• Complete regular physical and system-based inventory audits
• Coordinate with vendors to support hardware repair and warranty services
• Maintain a spare parts inventory to support mission-critical hardware availability
• Communicate ticket and service status updates to users and IT leadership
• Perform additional IT-related duties as required to support mission objectives

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 3 to 5 years of experience providing end-user technical support
• Proficiency with operating systems including Windows and macOS
• Hands-on experience with hardware support for laptops, desktops, and printers
• Strong troubleshooting experience across common applications
• Experience using help desk ticketing systems and remote support tools
• Familiarity with inventory management best practices and tools
• Ability to work independently and provide desk-side support in an on-site environment
• Excellent interpersonal, communication, and customer service skills
• Must be a US citizen

Technologies

• Windows
• macOS
• VPN
• Wireless connections
• Help desk ticketing systems
• Remote support tools
• ServiceNow

Benefits

• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off (separate from 11 federal holidays)
• Remote, Hybrid, and Onsite work options
• Career development and training opportunities
• Mission-driven, community-focused work

Bonus Points

• Industry-recognized certifications in IT support, networking, or service management (example certifications: CompTIA A+, CompTIA Network+, Microsoft Certified, ServiceNow Certified System Administrator, ITIL Foundation, or equivalent)
• Experience supporting IT operations in a Federal government or enterprise environment
• Familiarity with ServiceNow or other IT Service Management (ITSM) platforms
• Working knowledge of network fundamentals, cybersecurity best practices, and asset management systems