IT Help Desk Technician

We are seeking a Tier 2 IT Help Desk Technician to provide on-site technical support for a Federal Government client in Arlington, VA. This role will support end users with IT hardware, software, imaging, troubleshooting, asset management, baseline configuration, and general desktop support in a Microsoft Windows environment. 

The ideal candidate is customer-focused, technically strong, organized, and comfortable supporting both Tier 1 and Tier 2 help desk needs in a fast-paced government environment. 

Key Responsibilities 

• Provide Tier 1 and Tier 2 technical support for desktop, laptop, peripheral, network, systems hardware, and software issues.  

• Respond to customer support requests through the ticketing system, email, and other support channels.  

• Troubleshoot, diagnose, and resolve hardware, software, network, printer, VPN, email, and Microsoft Office issues.  

• Image, configure, deploy, repair, refresh, and upgrade desktops, laptops, software, and peripherals.  

• Support Microsoft Windows 10 imaging, deployment, and ongoing user support.  

• Provide support for Microsoft Active Directory, Exchange 2016/2019, Outlook, Microsoft 365, VPN, and networked printers.  

• Follow ITIL-based support processes for incident management, documentation, escalation, and service delivery.  

• Document problems, resolutions, technical procedures, and user guidance.  

• Follow up with users to confirm resolution and provide high-quality customer service.  

• Assist with configuration management, patch management, security protocols, group policy objects, and agency baseline compliance.  

• Analyze incident trends and brief management on service request status, recurring issues, and potential risks.  

• Provide user training and technical guidance as needed.  

• Perform related duties as assigned.  

Required Qualifications 

• Minimum of 3 years of experience in an IT technician, help desk, desktop support, or similar technical support role.  

• Experience providing on-site IT support in a Microsoft Windows environment.  

• Experience troubleshooting, repairing, and maintaining computer hardware, software, and peripherals.  

• Experience imaging computers and installing or deploying software.  

• Experience using customer support or ticketing systems such as ServiceNow, Remedy, FootPrints, Vizor, or similar platforms.  

• Experience with Microsoft Active Directory.  

• Experience troubleshooting Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, Visio, Edge, Adobe, and similar productivity tools.  

• Knowledge of Windows 10 imaging, deployment, and support.  

• Network troubleshooting knowledge, including LAN, WAN, and general connectivity issues.  

• Experience with VPN technology, including Cisco AnyConnect.  

• Experience supporting networked printers.  

• Strong problem-solving, analytical, and decision-making skills.  

• Excellent customer service, communication, documentation, and follow-up skills.  

• Strong organizational, collaboration, and teamwork skills.  

• Ability to manage multiple priorities, work under time constraints, and adapt to changing requirements.  

• Ability to quickly learn new systems, processes, and technical requirements.  

Preferred Qualifications 

• Experience deploying images from an established United States Government Configuration Baseline, USGCB.  

• Experience troubleshooting and configuring Microsoft 365 installations.  

• IT technician certifications are preferred.  

Education Requirements 

• Associate’s degree in Information Technology, Information Systems Management, Computer Science, or a related field from an accredited institution required.  

• Relevant IT certifications may receive priority consideration.  

Work Environment 

This position is fully on-site supporting a Federal Government client. The role may require occasional remote or after-hours support based on client needs. 

Equal Employment Opportunity 

We are an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other legally protected status. 

AXIS Management Group, LLC (AXIS), formed in 2008 with headquarters in McLean, VA, is a strategic consulting firm providing a range of integrated technical services and solutions to federal agencies and programs in Information Technology, Programmatic Support, and the Environmental/Health Sciences.