What are the responsibilities and job description for the IT Help Desk Technician (Hybrid) position at The Midtown Group?
About the Opportunity
We are actively expanding our Enterprise Service Desk and seeking highly motivated Help Desk Technicians to join our team in McLean, VA. In this role, you won't just be reading from a script-you will be the first point of contact diagnosing, identifying, and resolving complex technical issues for a large, highly technical user base. You will be supporting the researchers, engineers, and staff behind some of the most critical technology and security initiatives in the country.
We are committed to setting you up for success. Your journey begins with 5 to 6 weeks of dedicated, hands-on training and shadowing with a Subject Matter Expert (SME) to ensure you are fully confident in our ticketing procedures, enterprise tools, and security protocols before taking on the queue independently.
This is a true contract-to-hire opportunity designed to bring dedicated technicians into our organization permanently. If you are looking to build a long-term career within a highly secure, enterprise-level environment, this is the perfect place to do it.
What You Will Do
- Provide Front-Line Support: Deliver empathetic, rapid-response phone support, managing a queue of 25 to 30 inbound technical calls per day in a fast-paced setting.
- Troubleshoot Across Platforms: Diagnose and resolve hardware and software issues across Windows 10, Mac OS & OSX, MS Office (primarily Outlook), and mobile devices.
- Network & Access Resolution: Troubleshoot secure remote access issues, including VPN connectivity, LANs, hardware peripherals, and corporate data systems.
- Incident Management: Strictly adhere to defined Standard Operating Procedures (SOPs) for incident routing, detailed ticket documentation, escalation protocols, and final resolution.
- Educate & Guide: Empower end-users to utilize enterprise tools and information infrastructure effectively.
- Team Collaboration: Partner with other Service Desk technicians and infrastructure teams on process improvements, special projects, and overarching IT initiatives.
What You Bring to the Team
- Experience: A minimum of 1 year of hands-on experience working on a technical help desk within a corporate or enterprise environment.
- Technical Proficiency: Proven ability to solve problems with Windows 10, Mac OS & OSX, MS Office applications, and mobile & remote access services.
- Communication Skills: Exceptional verbal and written communication skills with the ability to patiently guide non-technical users through complex fixes.
- Pacing & Focus: The ability to seamlessly handle high-volume inbound phone support while maintaining impeccable, audit-ready ticket documentation.
- Education: A High School diploma or equivalent is required.
Preferred Qualifications
(Not required, but highly valued!)
- Active IT Certifications such as CompTIA A , HDI, or ITIL.
- Previous experience operating within a strict, highly regulated, or SLA-driven corporate environment.
Why Join Us?
This role places you at the heart of an enterprise infrastructure, offering the chance to build your skills across multiple operating systems and networks. With a generous hybrid schedule (3 days remote), robust initial training, a highly tenured team, and a clear path toward permanent employment, this is the perfect opportunity to elevate your IT support career.