Help Desk Technician

We are actively interviewing for the following job. If interested please apply now.

About the Role

We are actively seeking a Help Desk Technicians to join our Enterprise Service Desk in McLean, VA. This is a high-impact role providing first-level phone support for our internal staff across a large enterprise environment.

You will be the first point of contact diagnosing, identifying, and resolving technical issues ranging from hardware and software to networks and corporate data systems. To ensure you are fully prepared, this role begins with 5 to 6 weeks of dedicated training and shadowing with a Subject Matter Expert to learn our specific processes and ticketing procedures.

Key Responsibilities

• Technical Support: Provide troubleshooting and guidance for Windows 10, Mac OS & OSX, MS Office (primarily Outlook), LAN, VPN, remote devices, and peripherals.
• High-Volume Intake: Manage 25-30 inbound support calls per day in a fast-paced environment.
• Incident Management: Follow strict Standard Operating Procedures (SOPs) for ticket documentation, escalation, notification, and resolution.
• End-User Guidance: Educate and assist employees in effectively utilizing internal enterprise tools and information infrastructure.
• Team Collaboration: Work closely with the Service Desk team on process improvements, special projects, and overarching IT initiatives.

Required Qualifications

• Minimum of 1 year of relevant technical help desk experience within a corporate/enterprise environment.
• High school diploma or equivalent.
• Proven proficiency in troubleshooting Windows 10, Mac OS/OSX, MS Office applications, and remote access services.
• Strong verbal and written communication skills.
• Excellent customer service demeanor with the ability to handle back-to-back phone calls effectively.

Preferred Qualifications

• Active IT Certifications: CompTIA A+, HDI, or ITIL.

Why Join Our Team

This role offers the chance to work within a highly respected enterprise environment, build your core IT skills across multiple operating systems, and potentially secure a long-term permanent position based on performance.