IT Help Desk Support Technician

Job Title: IT Help Desk Technician / IT Specialist

Job Overview: The IT Help Desk Technician plays a critical role in ensuring the efficient and uninterrupted operation of computer systems and networks for our firm’s customers. This position involves providing technical support, resolving user issues, and maintaining IT infrastructures to enhance customer productivity and user satisfaction. The IT Help Desk role is often the first point of contact for customers/end-users experiencing technical issues, thus making excellent communication skills, patience, and a commitment to customer service essential for success in this role. This is an on-site position within the Washington, D.C. city limits. Parking on site is provided. Hours on site are 7am to 3:30pm Monday through Friday.

Key Responsibilities:

• Technical Support:
• Provide first-level technical support to end-users via phone, email, or in-person. Level 1 or 2 experience is preferred.
• Diagnose and resolve hardware, software, and network-related issues.
• Assist users with software installations, updates, and configurations.
• Troubleshoot and resolve printer, scanner, and peripheral problems.
• Walk users through step-by-step solutions and provide remote assistance when necessary.
• Incident Management:
• Log, track, and prioritize support requests using our ticketing system.
• Escalate complex or unresolved issues to higher-level IT staff when necessary.
• Ensure timely resolution of reported problems to minimize customer/end-user downtime.
• User Training:
• Offer basic training to customer/end-users on using common software applications and systems.
• Create and maintain user-friendly documentation and knowledge base articles.
• Hardware and Software Maintenance:
• Perform routine maintenance tasks, such as system updates and patches.
• Inventory management and equipment procurement as required.
• Monitor and report on hardware and software issues and failures.
• Security and Data Protection:
• Assist in enforcing IT security policies and procedures.
• Educate customers/end-users on best practices for data security and privacy.
• Participate in security incident response and recovery.
• Collaboration:
• Collaborate with internal and external tech personnel and customers to resolve technical issues.
• Communicate system status and outages to customers/end-users and stakeholders.

Qualifications:

• High school diploma or equivalent and a minimum of an associate degree in IT; a bachelor’s degree in IT or related field is a plus.
• Relevant certifications (e.g., CompTIA A , Microsoft Certified IT Professional) are advantageous.
• Strong problem-solving and communication skills.
• Familiarity with common operating systems (Windows, macOS, Linux) and software applications.
• Knowledge of networking concepts and protocols.
• Ability to work independently and as part of a team.
• Exceptional customer service skills and patience when dealing with users whether in person or by phone or electronic communications.
• A minimum of five (5) years of Level 1 or Level 2 IT support experience.

Additional Information:

• This is a full-time position, and occasional after-hours or weekend support may be required.
• Physical demands may include lifting and transporting computer equipment.
• Opportunities for career advancement will be available.
• Reasonable proximity to the greater Washington, District of Columbia area is a necessity.
• Candidates must have their own transportation to get to the work site.

Job Type: Full-time

Pay: $6,000.00 - $6,500.00 per month

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance

Work Location: Hybrid remote in Stafford, VA 22556

Salary : $6,000 - $6,500