We are seeking a self-motivated individual for a full-time Helpdesk Support position to join our team in Arlington, VA. This individual would work in supporting the organization with the maintenance of computer hardware and software, support office users, and other project-related work as assigned. This job is best suited for an individual with experience in troubleshooting computer-related issues and balancing a wide range of helpdesk support tickets and non-ticket-related issues.

Responsibilities:

• Deliver IT support to employees and contractors, addressing laptop, VPN, printer, VoIP, network, software, and other technical issues.
• Provide comprehensive technical assistance across the company through in-person, over-the-phone, and remote support sessions.
• Efficiently coordinate, diagnose, and troubleshoot incoming tickets in a timely manner.
• Ensure timely resolution or appropriate escalation of customer issues.
• Respond promptly and informatively to service issues and requests.
• Perform workstation setups and maintenance with new/replaced equipment in an office setting.
• Create, monitor, and manage asset inventory.
• Install and configure computer software, hardware, systems, networks, printers, and scanners.
• Test and document procedures for new technologies.
• Document tasks as Standard Operating Procedures (SOP) and upload to the company knowledge base.
• Monitor and track logs from desktops, laptops, and networks for review.
• Execute security monitoring software, review logs, and provide security reporting to senior staff.
• Initiate alerts and troubleshoot security breaches or system failures.

Qualifications:

• Possess a Bachelor’s degree or an equivalent combination of education and professional experience.
• Hold a minimum of 2 years of relevant professional work experience.
• Have knowledge of Windows 10 and 11 environments.
• Experience with ManageEngine Ticketing and Endpoint.
• Familiarity with Active Directory and account management.
• Proficiency in SharePoint, MS Teams, Outlook, and OneDrive.
• Knowledge of Adobe Pro, Creative Cloud, and Office 365 Suite.
• Strong attention to detail with excellent written and communication skills.
• Ability to take initiative and resolve basic technical issues.
• Maintain a high level of professionalism and confidentiality.
• Experience using MDIT, PDQ, PowerShell, CMD, and MFA.
• Familiarity with MacOS, iMacs, MacBooks, iPad, and iPhone.
• Experience with folder permissions and inheritance.
• CompTIA or Microsoft Certifications are preferred.
• Knowledge of remote access, LAN/WAN networking (including routers, switches, and firewalls) is preferred.
• Ability to work in-office at our Arlington, VA corporate office 3-4 days a week.
• Able to work 8:00 am – 4:00 pm or 9:00 am – 5:00 pm during the work week.
• Availability to be on-call at least one weekend each month for critical tickets only.
• Must be a U.S. Citizen and consent to a full background check due to federal contract requirements.
• Applicants will undergo a low-level government security investigation and must meet eligibility criteria for access to sensitive information.