Senior Help Desk Technician

IDEMIA is hiring a Senior Help Desk Technician for fully onsite IT support in the Reston, Virginia office. In this role, you’ll be the first point of contact for end-user technology needs across IDEMIA Public Security (IPS), helping employees stay productive through hands-on troubleshooting, device support, and clear guidance. If you enjoy customer-focused support, dependable processes, and working directly with workplace technology, this position offers a chance to strengthen the employee experience while aligning with IT standards and security requirements.

Responsibilities

• Act as the primary onsite IT support resource for employees, delivering timely, professional technical assistance across multiple support channels.
• Diagnose, troubleshoot, and resolve hardware, software, mobile device, and network-related issues.
• Escalate complex technical problems to the appropriate IT teams and ensure timely follow-up until resolution.
• Provide support in person, by phone, via email, and through remote assistance when needed.
• Install, configure, and deploy desktops, laptops, workstations, tablets, mobile phones, printers, and other IT equipment.
• Perform hardware upgrades, software installations, system updates, and equipment replacements as required.
• Support employee onboarding and offboarding, including workplace technology setup.
• Deliver a high level of customer service while assisting end users with technical issues.
• Provide end-user training and guidance on company systems, applications, devices, and IT best practices.
• Communicate technical details clearly to users with varying levels of technical knowledge.
• Create, update, and maintain accurate service tickets and technical documentation.
• Track incidents and service requests, documenting resolutions and meeting established service level expectations.
• Maintain complete records of work performed and support knowledge sharing.
• Follow IT policies, processes, standards, security requirements, and procedures.
• Assist with hardware and software inventory management and asset tracking.
• Support IT infrastructure initiatives and technology projects as assigned.
• Participate in after-hours support for end users and critical IT infrastructure when required.
• Collaborate with IT team members and business stakeholders to resolve technical issues.
• Support continuous improvement efforts that enhance IT service delivery and user experience.
• Perform other IT-related duties as assigned by the IT Supervisor, Manager, or Director.

Requirements

• Associate degree in Information Technology, Computer Science, or related field, or an equivalent combination of education and experience.
• Minimum of 5 years of experience in a Help Desk, Desktop Support, or Technical Support role.
• Experience supporting Windows operating systems, Microsoft 365 applications, and end-user devices.
• Knowledge of hardware troubleshooting, software installation, and basic networking concepts.
• Experience using ticketing systems and documenting support activities.
• Strong customer service, communication, and problem-solving skills.
• Ability to prioritize multiple tasks and work independently in a fast-paced environment.
• Must be a U.S. Citizen.
• Fully onsite role in Reston, Virginia. Candidates must be able to work onsite five days per week and provide hands-on support.

Technologies You’ll Use

• Windows operating systems
• Microsoft 365
• Active Directory
• Microsoft Entra ID
• Intune
• Endpoint management solutions
• Jira
• ITSM platforms
• Microsoft Teams

Preferred Qualifications

• Experience supporting Active Directory, Microsoft Entra ID, Intune, or endpoint management solutions.
• Familiarity with Jira or other ITSM platforms.
• Industry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or related certifications.
• Experience supporting mobile devices and enterprise collaboration platforms such as Microsoft Teams.