Helpdesk Technician

Job Summary

The Helpdesk Technician is a highly motivated individual with a passion for providing exceptional support to end-users and a team of technology professionals. This position should be able to excel in managing multiple tasks simultaneously and thrive in a fast-paced IT environment. As the linchpin of our IT department, the Helpdesk Technician will be the primary point of contact for our staff, service providers, contractors, and other stakeholders, ensuring that every interaction is handled with the highest level of professionalism and efficiency.

DUTIES/RESPONSIBILITIES (*ESSENTIAL DUTIES):

• Technical Support
• Respond promptly and professionally to incoming help desk requests via phone, email, or ticketing system.*
• Troubleshoot hardware, software, and peripheral issues; escalate complex problems to higher-level support as needed. *
• Install, configure, and maintain laptops, printers, A/V, and other IT equipment. *
• Deploy and update operating systems, software applications, MDM, RMM, and other security tools.
• Set up and support audio/visual equipment for meetings.*
• Service Coordination & Administration
• Preprocess, prioritize, and assign incoming IT service requests to appropriate technicians based on category and availability. *
• Create and manage schedules for IT leadership and optimize technician assignments for efficiency. *
• Provide comprehensive administrative support to the IT team and perform related duties as assigned. *
• Documentation & Reporting
• Manage the IT SharePoint resource page, SOPs, training materials, and knowledge base documentation. *
• Compile performance metrics, executive summaries, and regularly scheduled reports from IT management tools.
• Assist in developing and updating IT policies and procedures.
• Asset, License & Budget Management
• Maintain accurate inventory records of hardware and software assets and coordinate annual audits. *
• Track software licenses to ensure compliance and optimize usage. *
• Monitor IT expenditures, reconcile purchase card statements, and track the IT budget; report variances to management. *
• Oversee vendor renewals, quotations, order requests, and invoice reviews. *
• Participate in the procurement and disposal of IT assets. *
  
  

Required Qualifications

• Minimum 2 years of hands-on experience in IT operations, help desk support, or IT service coordination.
• Working knowledge of Windows and Mac OS environments.
• Proficiency in Microsoft Office Suite and common IT management tools.
• Basic understanding of IT concepts, networking fundamentals, and security best practices.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Excellent communication and interpersonal skills.
• Ability to work independently with strong time management skills.
• Commitment to providing outstanding customer service.
• An Associate's or Bachelor's degree in an IT-related field is preferred but not required. CompTIA and/or Microsoft certifications are highly desirable.
  
  

ADDITIONAL INFORMATION

This position is based in Washington, D.C. with a hybrid work schedule of three days in the office and two telework days.

Compensation Package

The salary range for this role is starting at $60,000-$64,000 per year on a national basis. Individual pay decisions are based on a number of factors, including but not limited to qualifications for the role, relevant work experience, skillset, internal equity, location, and certifications, consistent with applicable law. Salary is just one part of our total rewards package which additionally includes performance bonus for eligible roles, and competitive benefits.

Interested candidates should submit their cover letter and resume here

OR

Mail Application Materials To

Human Resources

Attn: Helpdesk Technician

900 G Street, NW

Fourth Floor

Washington, DC 20001

Fax: (202) 204-5214

No telephone calls please.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or disability.