Senior Help Desk Technician

The Senior Help Desk Technician provides frontline IT support for end-users, addressing hardware, software, and network-related concerns to keep enterprise systems operating smoothly. This role is based on-site in Washington, DC for 5 days per week and includes user training on Microsoft and mobile device management tools.

Location

Washington, DC (On-site, 5 days/week)

Compensation

USD 65,000 - 71,000 per year

Role Responsibilities

• Provide advanced technical support for end-users, resolving issues related to M365/O365 applications, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and VoIP (Poly Phones).
• Troubleshoot hardware and software concerns on Mac and Windows laptops, as well as iOS and Android mobile devices and supporting cloud services.
• Perform root cause analysis to identify, resolve, and help prevent repeat incidents across platforms, including network connectivity, hardware failures, and software compatibility issues.
• Deliver high-quality customer service by providing timely, efficient, and professional support.
• Communicate status updates and next steps clearly to users while working to resolve issues in a courteous and timely manner.
• Practice empathy and patience, particularly during complex or high-pressure situations.
• Conduct user training on best practices for Microsoft Office, SharePoint, Zoom, and mobile device management systems.
• Support and maintain cloud-based systems such as M365/O365 and Azure AD, including account management, permissions, and security configuration.
• Manage mobile device configurations using Intune/Endpoint Manager and ensure compliance with security policies across devices including Mac, Windows, and mobile phones.
• Provide user access management in Azure AD, supporting collaboration through SharePoint while maintaining data security.
• Maintain accurate documentation of support activities in Zendesk, including troubleshooting steps, resolutions, and service requests.
• Create documentation and knowledge base articles to support future troubleshooting and continuity.
• Support organizational cybersecurity efforts by ensuring devices, applications, and cloud services comply with security protocols, industry regulations, and internal policies.
• Provide guidance on security practices, including password management, multi-factor authentication (MFA), and endpoint protection.

Required Experience

• Minimum 8 years of experience in a technical support or IT help desk environment with progressive responsibility.
• At least 2 years administering M365/O365, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and SaaS solutions (examples include Zoom, mFax, Teams, Eagle Eye, Brivo, Everbridge, or similar cloud-based services).
• Demonstrated experience supporting a variety of devices, including MacOS, Windows, iOS, and Android, as well as cloud technologies.
• Strong ability to troubleshoot complex IT problems and perform root cause analysis.
• Customer service experience with the ability to support users in a fast-paced, multi-tasking environment.
• Experience using ticketing systems, preferably Zendesk, with consistent record-keeping of issues and resolutions.
• Certification and clearance requirements as listed below.

Certifications and Clearance Requirements

• At least one of the following: Microsoft Certified: Azure Fundamentals or Microsoft Certified: Security, Compliance, and Identity Fundamentals.
• At least one of the following: CompTIA A+.
• At least one of the following: CompTIA Network+.
• At least one of the following: Microsoft Certified: Modern Desktop Administrator Associate.
• At least one of the following: Certified Information Systems Security Professional (CISSP).
• At least one of the following: ITIL Foundation Certification for service management best practices.
• At least one of the following: Apple Certified Support Professional (ACSP) for MacOS support proficiency.
• Agreement to recertify within 3 months of start date if certifications have lapsed.
• Clearance Requirement: Ability to obtain and maintain a Public Trust.

Technologies

Key technologies include: M365/O365, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, VoIP, Poly Phones, MacOS, Windows, iOS, Android, Zendesk, Microsoft Office, Zoom, MFA, ITIL, Teams, Eagle Eye, Brivo, Everbridge, mFax, Documo mFax, ZoomGov, Axis Security Cameras, ACSP, Azure Fundamentals, Microsoft Certified: Security, Compliance, and Identity Fundamentals, CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, CISSP, and ITIL Foundation Certification for service management best practices.

Benefits

• 3 weeks of Personal Leave in the first year
• 11 paid Holidays each year
• 5 days of Flexible Time Off each year
• 401(k) match at 50% up to 10% of salary
• Medical, Dental, and Vision Insurance
• Life and Disability Insurance
• Public Transportation Subsidies
• Certifications and Training Allowance: up to $5,000/year

Work Location Details

• On-site role, 5 days/week in Washington, DC

Desirable Qualifications

• Experience with telecommunication systems (VoIP such as Poly Phones) and security camera systems (Axis, Eagle Eye).
• Knowledge of managing software as a service including virtual faxing using Documo mFax, Everbridge, or Zoom/ZoomGov.
• Experience supporting both remote and on-site users in a hybrid work environment.
• Customer Service Certifications: HDI Support Center Analyst Certification and ITIL Foundation for IT service management.
• Customer Service Certification: Microsoft Certified: Dynamics 365 Fundamentals (Customer Service).