Helpdesk Specialist Master

Helpdesk Specialist Master

Vacancy: 2

Work Arrangement: Onsite

Location: Washington, DC 20024

Employment Type: Contract

Engagement Type: W2 or 1099 only; no C2C

Dhaka Technologies Limited is hiring for a client seeking a Helpdesk Specialist Master to provide first-line technical support for employees, ensure timely resolution of IT issues, and deliver strong customer service. The role maintains reliable access to technology, troubleshoots hardware and software issues, and escalates complex problems as needed.

Position Summary

The Helpdesk Specialist Master provides first-line technical support to government employees, ensuring timely resolution of IT issues and exceptional customer service. This role supports the organization’s mission by maintaining reliable access to technology services, troubleshooting hardware and software problems, and escalating complex issues to the appropriate teams.

Key Responsibilities

Technical Support and 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 and Communication

• Serve as the first point of contact for IT support requests received by phone, email, ticketing system, or walk-in.
  
• 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 and Device Management

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

Escalation and Collaboration

• Escalate complex or unresolved issues to specialized teams, including 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 and Compliance

• Ensure all devices and systems comply with applicable 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; an associate degree or technical certification is preferred.
  
• Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications.
  
• Familiarity with Active Directory, ServiceNow 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.
  

Responsibilities

1. Responds to and diagnoses problems through discussions with users.
   
2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up.
   
3. Supervises help desk operations and serves as the 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 problems to ensure timely resolution.
   
8. Provides second-tier support to end users for PC, server, or mainframe applications or hardware.
   
9. Interacts with network services, software systems engineering, and application development teams to restore service or identify and correct the core problem.
   
10. Simulates or recreates user problems to resolve operating difficulties.
    
11. Recommends system modifications to reduce user problems.
    

Requirements

Minimum Education/Certification Requirements

Bachelor’s degree in IT or a related field, or equivalent experience.

Required/Desired Skills

How to Apply

Interested candidates who meet the qualifications should send their resume to 

talent@dhakatech.us