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16+Years Helpdesk Specialist Master

GoIntellects Inc.

Washington, DC

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JOB DETAILS
SKILLS
Antivirus, Authentication, Best Practices, Communication Skills, CompTIA A+, CompTIA Network+, CompTIA Security+, Computer Security, Customer Support/Service, Desktop PC, Detail Oriented, Documentation, Email Technology, Enterprise Applications, Government, Help Desk, High School Diploma, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Incident Response, Information Technology & Information Systems, Inventory Management, Laptop PC, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Operating System, Mobile Devices, Multitasking, Operating Systems, Operations Management, People Management, Peripheral Hardware, Printers, Problem Solving Skills, Resolve Customer Issues, Security Compliance, ServiceNow, Software Administration, Software Configuration Management, Software Patches, Support Documentation, Systems Administration/Management, Team Player, Technical Research, Technical Support, Telephone Skills, Testing, Time Management, Training/Teaching
LOCATION
Washington, DC
POSTED
14 days ago
Role:  Helpdesk Specialist Master
Client: DC Government  (Onsite)
Location : Washington, DC
Job DEscription:

Technical Support & Troubleshooting


  • Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripherals.
  • Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications.
  • Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools.
  • Diagnose and resolve hardware failures, software errors, and configuration issues.
Customer Service & Communication


  • Serve as the first point of contact for IT support requests via phone, email, ticketing system, or walk‑ins.
  • Deliver clear, courteous, and professional communication to end users.
  • Document all support interactions, resolutions, and follow‑up actions in the ticketing system.
  • Provide guidance and training to users on basic technology functions and best practices.
System & Device Management


  • Install, configure, and update software and operating systems on end‑user devices.
  • Support device imaging, deployment, and lifecycle management.
  • Maintain inventory of IT equipment, ensuring accurate tracking and documentation.
Escalation & Collaboration


  • Escalate complex or unresolved issues to specialized teams (network, security, server, or application support).
  • Collaborate with other IT staff to identify recurring issues and recommend improvements.
  • Participate in incident response efforts when needed, including outages or critical system disruptions.
Security & Compliance


  • Ensure all devices and systems comply with District security policies.
  • Support patching, antivirus updates, and security configurations on end‑user devices.
  • Report potential security incidents or vulnerabilities to the appropriate teams.
Required Qualifications


  • High school diploma or equivalent; associate degree or technical certification preferred.
  • Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications such as
  • Familiarity with Active Directory, Service Now ticketing systems, and remote support tools.
  • Ability to troubleshoot hardware, software, and network issues.
  • Excellent communication, customer service, and problem‑solving skills.
Preferred Qualifications


  • CompTIA A+, Network+, or Security+ certification.
  • Experience supporting government or large enterprise environments.
  • Knowledge of ITIL practices and service management principles.
Key Competencies


  • Strong customer‑service orientation.
  • Ability to work independently and as part of a team.
  • Patience, professionalism, and attention to detail.
  • Ability to manage multiple tasks in a fast‑paced environment.
 



CONTRACT JOB DESCRIPTION
Responsibilities:
1. Responds to and diagnoses problems through discussion with users.
2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
3. Supervises operation of help desk and serves as focal point for customer concerns.
4. Provides support to end users on a variety of issues.
5. Identifies, researches, and resolves technical problems.
6. Responds to telephone calls, emails, and personnel requests for technical support.
7. Documents, tracks, and monitors the problem to ensure a timely resolution.
8. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
10. Simulates or recreates user problems to resolve operating difficulties.
11. Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:
Bachelor’s degree in IT or related field or equivalent experience


 

About the Company

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GoIntellects Inc.

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