Help Desk Technician

AXIS Management Group is seeking a customer-focused Help Desk Technician to support a federal government client. This full-time position is primarily located on-site in Arlington, Virginia, and provides desk-side and walk-up assistance to local personnel, along with remote technical support to authorized users. The Help Desk Technician will support government-furnished end-user devices and approved technology services while following established security, access-control, documentation, and escalation procedures.

Key Responsibilities

• Receive, document, categorize, prioritize, and update incidents and service requests in the designated IT service management or ticketing system.
• Provide desk-side, walk-up, telephone, email, Microsoft Teams, and remote-session support during the assigned service schedule.
• Troubleshoot Windows 11 workstations, laptops, docking stations, monitors, printers, scanners, audio and video devices, and common peripherals.
• Support Microsoft 365 applications and collaboration services, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and approved web browsers.
• Perform approved workstation provisioning, reimaging, configuration, software installation, updates, device replacement, and user data migration using authorized tools and procedures.
• Assist users with routine account, password, authentication, multifactor authentication, access, virtual private network, connectivity, and remote-work issues.
• Escalate requests requiring privileged access or advanced system, network, or security administration.
• Use approved remote-support tools to diagnose and resolve issues while protecting user information and complying with applicable access-control requirements.
• Support employee onboarding, offboarding, workstation moves, conference-room setup, and replacement of end-user equipment.
• Coordinate the shipment, receipt, setup, replacement, return, and accountability of government-furnished equipment for local and geographically dispersed users.
• Maintain accurate ticket notes, device assignment records, equipment custody documentation, and local inventory information.
• Create or update concise knowledge articles and user instructions for recurring issues.
• Identify recurring problems, suspected security incidents, service degradation, or other concerns and promptly notify the appropriate technical or security personnel.
• Coordinate with system administrators, network administrators, cybersecurity personnel, vendors, and other support providers when escalation is required.
• Follow up with users, confirm restoration of service, document the resolution, and close tickets in accordance with established procedures.
  

Minimum Qualifications

• At least two years of recent experience providing enterprise desktop or help desk support in a professional environment.
• Demonstrated experience supporting Windows 11, Microsoft 365 applications, approved web browsers, printers, peripherals, videoconferencing systems, and remote-access technologies.
• Experience using an IT service management or ticketing platform and documenting troubleshooting and resolution activities.
• Working knowledge of Active Directory and/or Microsoft Entra ID concepts sufficient to troubleshoot and properly escalate account and access issues.
• Experience provisioning or reimaging workstations using enterprise endpoint-management tools or documented deployment processes.
• Strong customer service, communication, organization, documentation, and problem-solving skills.
• Ability to explain technical information clearly to nontechnical users.
• Ability to protect sensitive information, follow established procedures, and work effectively with government and contractor personnel.
• Ability to work primarily on-site in Arlington, Virginia, during the assigned service schedule.
• Ability to obtain and maintain any background, suitability, credentialing, facility-access, or system-access approvals required for the assigned contract.
  

Preferred Qualifications

Relevant industry certifications are preferred but not required, including:

• CompTIA A
• CompTIA Network
• Microsoft 365 Fundamentals
• Comparable desktop support or information technology certifications
  

Physical Requirements

The position requires the ability to move throughout an office environment, connect and configure equipment at workstations and conference rooms, and lift, carry, or reposition typical end-user technology equipment, with or without reasonable accommodation.

Equal Employment Opportunity

AXIS Management Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity, national origin, age, marital status, disability, military status, protected veteran status, genetic information, or any other status protected by applicable law. Qualified applicants with disabilities may request a reasonable accommodation during the application or interview process by contacting AXIS Management Group.

AXIS Management Group, LLC (AXIS), formed in 2008 with headquarters in McLean, VA, is a strategic consulting firm providing a range of integrated technical services and solutions to federal agencies and programs in Information Technology, Programmatic Support, and the Environmental/Health Sciences.