We are seeking a highly motivated Helpdesk Support Specialist to provide Level 1 and Level 2 technical support in a fast‑paced, enterprise environment. The role is an on‑site position located in Washington, DC and involves supporting end users through a government‑furnished ticketing system that tracks, monitors, and prioritizes service requests and IT‑related projects. Candidates should be customer‑focused, detail‑oriented, and skilled in troubleshooting a wide range of IT systems and end‑user technologies.

Applicants may be subject to a government security investigation. USA citizenship is required.

Responsibilities

• Respond to and resolve escalated technical support requests related to hardware, software, and network issues.
• Perform in‑depth troubleshooting and diagnostics to identify root causes of technical problems.
• Collaborate with Tier I support and other IT teams to ensure seamless issue resolution and knowledge sharing.
• Maintain accurate records of support activities, solutions, and user interactions in the ticketing system.
• Assist in the deployment, configuration, and maintenance of IT equipment and software applications.
• Provide guidance and training to Tier I technicians to enhance their problem‑solving capabilities.
• Participate in the development and implementation of helpdesk policies, procedures, and best practices.
• Escalate unresolved issues to higher‑level support or vendors as appropriate while ensuring timely follow‑up.

Minimum Qualifications

• 1-3 years of helpdesk or service desk experience in an enterprise or government environment.
• CompTIA A+, Network+, Security+, or equivalent certifications.
• Experience with ticketing systems, incident lifecycle management, and remote support tools.
• Hands‑on experience with desktop/laptop hardware, printers/MFDs, mobile devices, VTC systems, and VOIP phones.
• Knowledge of Active Directory user and computer management.
• Familiarity with LAN/WAN basics and troubleshooting techniques.
• Strong customer service, communication, and documentation skills.
• Excellent problem‑solving skills and the ability to communicate technical information clearly to non‑technical users.
• Ability to work on‑site and support assigned shifts and rotating weekends.
• Must meet eligibility requirements for government background screening.

Preferred Qualifications

• Experience supporting government agencies or regulated IT environments.
• Familiarity with imaging systems or enterprise deployment platforms.
• Familiarity with virtualization technologies and cloud‑based services.
• Knowledge of cybersecurity best practices and endpoint protection solutions.
• ITIL Foundation certification or knowledge of ITIL‑based processes.

Physical Requirements

• Must be able to lift and move equipment up to 40 lbs.
• Ability to travel between facilities within the DC area as needed for support.
• Ability to perform on‑site duties across designated shifts: Monday‑Friday 7am‑4pm; 8am‑5pm; 9am‑6pm; 10am‑7pm.
• Saturday and Sunday 7am‑1pm or 1pm‑7pm.

Benefits

• Medical, Dental, Vision benefits with a national provider network.
• Flexible Spending and Health Savings Accounts (FSA & HSA).
• Company‑paid Life and Disability insurance including Short‑Term, Long‑Term, and Accidental.
• Supplemental insurance.
• Paid time off (PTO) and 11 paid holidays.
• 401(k) Retirement Plan.
• Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications.
• Monthly transportation, parking, and cell phone service reimbursement.

Equal Opportunity Employer / Veterans / Disabled.