Help Desk Technician I - PM Shift

We are seeking a proactive and technically skilled Help Desk Technician (Tier 1) to join our dynamic IT support team for an afternoon to evening shift (between the hours of 11am – 10pm ET). This position provides advanced front-line technical support to internal staff and external customers, resolving a wide range of issues including system access, hardware, software, application, and network troubleshooting.

Ideal candidates will demonstrate strong communication, organizational, and problem-solving abilities, along with a customer-first mindset and the drive to continuously grow their technical skillset. This is a high-visibility role with opportunities for advancement and development.

Key Responsibilities:

• Provide timely and professional technical support via phone, email, and ticketing system (ConnectWise) for desktop and application issues.
• Troubleshoot and resolve problems related to:
• • User accounts and password resets
  • Microsoft Windows 10 and 11, and Microsoft Office 365 applications
  • Network connectivity (wired and wireless)
  • Printers, scanners, and peripheral devices
  • Mobile devices (iOS/Android)
• Assist users with proper hardware and software configurations.
• Document detailed technical steps and resolutions in the ticketing system.
• Escalate complex or unresolved issues to Tier 2 and Tier 3 support with appropriate documentation.
• Microsoft 365 Group management (creating and managing groups, troubleshooting access issues).

• Drive mapping and network file access issues (troubleshooting shared drives, VPN-related issues).
• Access control for SharePoint Online (managing and troubleshooting permissions for document libraries and sites).
• Microsoft 365 troubleshooting (e.g., slow Outlook performance or Teams login issues).
• Workstation reboots and network connectivity checks (initial diagnostic steps for workstation issues).

• Author and maintain internal knowledgebase articles and user guides for self-service support.
• Participate in team knowledge sharing and contribute to continuous improvement of IT processes.
• Provide occasional end-user training or onboarding assistance for common tools and systems.

Required Skills and Qualifications:

• Proficiency with:
• • Windows 10/11 desktop operating systems
  • Microsoft Office 365 suite (Outlook, Word, Excel, Teams, OneDrive)
  • Basic networking concepts (IP, DNS, DHCP, VPN)
• Excellent interpersonal and communication skills
• Ability to translate technical information to non-technical users.
• Strong organizational skills and a commitment to follow-through.
• Self-motivated with a passion for problem-solving and customer satisfaction.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Familiarity with ticketing systems and documentation best practices.

Preferred Skills:

• Experience with Windows Server environments (Active Directory, Group Policy)
• Exposure to SQL, scripting, or automation tools (PowerShell)
• Familiarity with Mac OS
• Experience with a ticketing system
• Experience with enterprise systems such as Deltek Costpoint or similar ERP platforms
• Basic understanding of cybersecurity principles and best practices
• Local to the Reston office headquarters.

Preferred Education & Experience:

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field preferred.
• 2-3 years of experience in a help desk or IT support role.
• 3 years of experience in a customer service or technical support setting.

Other Requirements:

• Successful completion of a background investigation and credit check is required.
• Working rotating weekend on-call schedule to cover for emergency tickets.

Where required by law, this posting includes a good‑faith pay range for candidates who will perform the role in specific jurisdictions. For other locations, the actual compensation may differ. Final compensation will be determined based on qualifications, experience, skills, work location, internal equity, and current market data. This job posting is not a contract or promise of employment or any particular compensation, and any employment offer will be set out in a written offer letter.

EOE M/F/D/V