IT Service Desk I/Help Desk I

R3 LLC is seeking an IT Service Desk I / Help Desk I in Washington, DC for an on-site contract role. This position offers growth potential tied to contract award and a pathway to increased technical ownership within a dynamic IT service environment.

Responsibilities

• Serve as the first point of contact for technical support requests
• Provide support through phone, chat, ticketing systems, remote desktop tools, and onsite visits when necessary
• Troubleshoot laptops, desktops, Macs, printers, mobile devices, peripherals, and common business applications
• Support Windows, macOS, iOS, and Android environments
• Support Microsoft 365 applications and services, including Office 365, SharePoint, and Exchange Online
• Perform Active Directory user and account administration
• Troubleshoot VPN and remote-access technologies such as Cisco AnyConnect and RSA SecurID
• Assist users with software installation, configuration, and usage
• Support mobile device management platforms such as JAMF, Apple Business Manager, Workspace ONE, and Intune
• Document, update, and maintain support tickets and knowledge-base documentation
• Meet established service-level and quality standards
• Escalate more complex issues when appropriate
• Communicate clearly and professionally with technical and non-technical users, including executive-level staff

Requirements

• 3+ years of experience in an IT call center, service desk, or similar technical support environment
• 3+ years supporting: Active Directory, Microsoft Windows, Microsoft 365 / Office 365, iOS and Android devices, SharePoint and Exchange Online
• 1+ year supporting macOS
• 1+ year supporting remote-access and VPN technologies
• Experience troubleshooting PCs, Macs, mobile devices, printers, peripherals, and COTS software
• Experience with MDM tools such as JAMF, Apple Business Manager, Workspace ONE, or Intune
• Foundational understanding of networking concepts including TCP/IP, IP addressing, DHCP, and DNS
• Strong customer service and communication skills
• Ability to work effectively in a fast-paced, high-volume support environment

Technologies

• Active Directory
• Microsoft Windows
• Microsoft 365, Office 365
• SharePoint
• Exchange Online
• macOS
• iOS
• Android
• JAMF
• Apple Business Manager
• Workspace ONE
• Intune
• Cisco AnyConnect
• RSA SecurID
• VPN
• Remote desktop tools

Preferred Qualifications

• MSP experience
• CompTIA A+ or other relevant IT certification
• ITIL Foundation certification
• Microsoft 365 certification
• Associate or bachelor’s degree in IT or a related field

Additional Requirements

• U.S. citizenship is preferred; other work authorization may be considered. Candidates must be able to successfully complete a U.S. Capitol Police background check and badging process before beginning work.

Why join our winning team?

• Competitive wages to reflect your experience and skills
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy
• 401(k) with company match to help you plan for the future
• Flexible time off policies to ensure you maintain a healthy work-life balance
• Many remote opportunities, allowing you to work wherever you want
• Active involvement in the community and encouragement to participate
• Opportunity to reshape the industry and the way technology and service are viewed
• Training incentives and bonuses to support your career growth
• Be part of an amazing team

Description: At R3, we are committed to delivering best-in-class IT solutions and value to our clients. This role blends customer service with foundational technical skills to provide timely, professional support across diverse technologies. It is designed as a growth-oriented position with opportunities to expand technical depth, ownership, and client responsibility at higher levels or within client-specific environments. The role is contingent on award of contract with an anticipated start in late August/September.