Reston, VA

Support Jobs in Reston, VA

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Today

Technical Support Specialist

Takt Reston, VA

Reston, VA

Today

$70k - $90k/yr Full time Application Support Customer Support End User Support

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Job Description

Takt is hiring a Technical Support Specialist to support live warehouse intelligence shifts, troubleshoot customer issues, and escalate actionable bugs to Engineering.

Responsibilities

Handle the support queue with triage, prioritization by floor impact, and responses within defined response targets.
Troubleshoot reported issues by reproducing them, reviewing logs, and pulling relevant data.
Create Engineering-ready tickets with enough context for the team to act.
Provide ongoing customer updates until resolution, and close the loop when fixes ship.
Write and maintain help articles and troubleshooting runbooks.
Identify where AI answers miss the mark, focusing on gaps in underlying content.
Spot recurring problems and share examples with Customer Success, Product, and Engineering.

Requirements

Experience supporting a SaaS product: working tickets, troubleshooting user issues, and writing to customers.
Background managing a support queue: prioritizing under volume, meeting response targets, and escalating appropriately.
Comfort with technical tools, including reading logs, using data, and learning a product quickly.
Basic SQL is a plus.
Clear writing for both customers (plain language, no jargon) and engineers (no loss of detail).
Composure with customers who are frustrated or having a bad day.
Care with customer data: use the minimum access required and handle operational data as if it were your own.
Willingness to work scheduled shifts (including some early mornings, evenings, or weekends) and join an on-call rotation.

Technology

SQL
Pylon
Intercom
Zendesk
Python
JavaScript

Shifts and On-Call

Scheduled shifts that overlap customer operating hours.
Some schedules include early mornings, evenings, or weekends and are set in advance.
On-call rotation for high-priority issues (for example, outages or problems that stop work on a customer’s floor), with engineering on-call as backup for changes requiring code or infrastructure updates.

How Takt Works

AI is used throughout the company, including for researching issues, drafting responses and documentation, and querying data.
AI responses require review: you are responsible for what reaches customers.

Benefits

Health, dental, and vision insurance.
401(k) with employer match.
Unlimited PTO.
Monthly AI tools budget.

Compensation

Base salary range: $70,000 - $90,000 per year (depending on experience).
Compensation range: $70K - $90K.

Interview Process

Two virtual screens over Google Meet.
An onsite interview in the Reston office with five interviews.
Kept informed at every step.

Location

Hybrid role based in Reston, VA, near the Wiehle-Reston East Metro station on the Silver Line.
In-office most of the week with some remote days.
Not fully remote: candidates should be local to the Washington, D.C. area.
Visa sponsorship is not available for this position.

Nice to Have

Experience in retail, hospitality, or other high-volume, customer-facing roles.
Experience with support platforms such as Pylon, Intercom, or Zendesk, including their AI features.
Scripting in Python or JavaScript for data gathering and troubleshooting.
Curiosity about logistics, warehousing, and physical operations.

Our Commitment

Promotes a diverse and inclusive workplace.
Equal opportunity employer.
Reasonable accommodations available for individuals with disabilities to participate in the interview process and perform essential job functions.

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10d ago

Senior Help Desk Technician

IDEMIA Reston, VA

Reston, VA

10d ago

Full time Senior Active Directory Application Support

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Job Description

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.

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22d ago

PSC Help Desk Analyst

Sanametrix Reston, VA

Reston, VA

22d ago

$40k - $50k/yr Contract Application Support Customer Support End User Support

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Job Description

The PSC Help Desk Analyst role supports a national, web-based survey collection by diagnosing and resolving advanced application and content problems. This is an on-site contract position based in the Herndon, VA area, with the schedule set for five days per week.

Location and Employment Details

Location: Reston, VA (onsite)
Work setting: On-site, five days a week in Herndon, VA
Contract: Temporary 6-month contract with potential to be long-term
Salary: USD 40,000 to 50,000 per year
Job type: contract

Key Responsibilities

Troubleshoot and resolve advanced application and content-related issues impacting the national web-based survey collection
Collaborate with support center team members, managers, and software engineers to resolve end-user reports
Research and develop solutions for issues that remain unresolved
Provide troubleshooting and expertise to support customer ticket management and resolution
Address escalated content-related issues and clearly communicate information and solutions to users
Develop and adhere to standard operating procedures
Work independently without requiring ongoing oversight or follow-up
Maintain task ownership and follow through to completion

Required Qualifications

Citizenship: US Citizenship is required
On-site requirement: On-site 5 days a week in Herndon, VA
Clearance: Ability to obtain and maintain a 5C Public Trust clearance
Software: Proficient in MS Office applications
Support skills: Excellent customer service skills
Communication: Outstanding phone manners and a consistent pleasant disposition with users
Escalation handling: Ability to understand escalated content-related issues and articulate information and solutions
Process: Experience developing and adhering to standard operating procedures
Problem solving: Analytical and troubleshooting skills

Technologies

MS Office

Benefits

Dental insurance
Vision insurance

Education

Holds a BA/BS degree

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3mo ago

Tier 2 IT Support Specialist

Evolver Inc Reston, VA 🇺🇸 Remote

Reston, VA

3mo ago Closed

Full time Active Directory Cloud Platforms End User Support

This position is no longer accepting applications (closed Aug 17, 2026).

Job Description

The Tier 2 IT Support Specialist role provides remote, after-hours technical assistance for USDA and other clients, acting as the escalation point between Tier 1 and Tier 3 with deep hardware, software, networking, and account troubleshooting expertise.

Responsibilities

Address escalations from Tier 1 through the Remedy ticketing system.
Diagnose and resolve VPN connectivity issues, perform password resets, and support USDA-approved desktop applications.
Process incidents, change requests, and work orders with an emphasis on timely closure to meet performance targets and ensure customer satisfaction.
Deliver remote support for hardware and software problems.
Execute software installations, remote reimaging, and configuration of USDA-standard systems.
Assist with operating system upgrades, patch management, and deployment activities.
Troubleshoot and support telecommunications equipment including VTC, VoIP, and WITS.
Resolve printer, peripheral, and network connectivity problems.
Assist with user account provisioning, password resets, and Windows Hello for Business (WHfB) support.
Coordinate remote deployment, shipping, and tracking of loaner devices and other hardware assets.
Maintain accurate inventory through asset and configuration management practices.
Provide high quality support via phone, email, chat, and remote-access tools.
Explain technical solutions clearly to non-technical users.
Offer support to senior government executives, including the Office of the Secretary and Under Secretaries.
Adapt to fluctuating ticket volumes and contribute to special IT projects as needed.
Remain available for the assigned after-hours shift to ensure consistent coverage.
Route tickets as a personal queue manager and oversee timely resolution.

Requirements

An associate degree in Information Technology or a related field, or equivalent job experience.
Two years of relevant technical support or help desk experience.
One year of hardware and software troubleshooting experience.
One year of experience with VPN, networking, and operating system upgrades.
One year of experience in account provisioning, remote imaging, and software deployment.
One year of experience with telecommunications systems (VTC, VoIP, WITS).
One year of experience with asset and configuration management.
U.S. citizenship with the ability to pass a comprehensive background check and maintain a favorable Public Trust status.

Technologies

Technologies and tools used in this role include the Remedy ticketing system, VPN connectivity, Windows 10 and Windows 11 (OS upgrades and migrations), remote imaging, and Office 365 suite (Outlook, Teams, SharePoint Online). Additional platforms include VTC, VoIP, WITS, Linc-Pass (PIV Card), Windows Hello for Business, and Active Directory.

Benefits

Health, dental, and vision insurance
401(k) retirement plan
Flexible spending account
Paid leave, including PTO and parental leave

Work Schedule & Remote Requirements

Evening shift from 4:30 PM to 1:00 AM.
Overnight shift from 1:00 AM to 8:30 AM.
Mixed or weekend shift that includes a weekend block from 8:00 AM to 4:30 PM.
A reliable high-speed internet connection and a secure, distraction-free home workspace are required.
Ability to work independently with minimal supervision during evening, overnight, and weekend periods.
Willingness to work scheduled after-hours, weekend, and holiday shifts as assigned.
Government-furnished equipment must be maintained and secured per USDA policy.

Additional Duties

Remotely diagnose and resolve PC and network hardware and software issues, coordinating local hands-on support or device shipment when on-site repair is necessary.
Provide advanced support for Microsoft Outlook, Teams, and Office 365.
Support Linc-Pass (PIV Card) certificate associations and wireless broadband connectivity.
Assist with remote PC refresh and migration, for example from Windows 10 to Windows 11.
Offer end-user training on Microsoft Office 365 and SharePoint Online.

Preferred Qualifications

Three years of relevant technical support or help desk experience.
Previous experience in federal IT environments, particularly USDA.
Proficiency with Remedy or similar ticketing systems.
Experience supporting printers, peripherals, and networking hardware.
Advanced troubleshooting skills for Microsoft Teams and Outlook.
Familiarity with Active Directory and domain-level user rights administration.
Strong customer service and communication skills.
ITIL Foundation (v4) certification is desirable but not required.
Relevant certifications such as CompTIA A+, Network+, Security+, HDI Support Center Analyst, or Microsoft 365 Certified are a plus.
Must be able to obtain and maintain a favorable Public Trust background status.

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Support Jobs in Reston, VA

Technical Support Specialist

Senior Help Desk Technician

PSC Help Desk Analyst

Tier 2 IT Support Specialist

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