TITLE: Helpdesk Specialist Master

LOCATION: Washington, DC/Onsite

Employment type: Contract w2/1099/C2C

MINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.

REQUIRED EXPERIENCE: 11 years

INTERVIEWS: Either Webcam or In Person

Job Description:

Provides first-line tech support for District employees, ensuring quick IT issue resolution and strong customer service. Maintains reliable access to technology, troubleshoots hardware and software, and escalates complex problems as needed.

Employment type: Contract w2/1099/C2C

Complete Description:

The Help Desk Technician provides first‑line technical support to client employees, ensuring timely resolution of IT issues and exceptional customer service. This role supports District’s mission by maintaining reliable access to technology services, troubleshooting hardware and software problems, and escalating complex issues to the appropriate teams.

Responsibilities:

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.

Skills:

· Bachelor’s degree in IT or related field or equivalent experience. Highly desired 20 Years

· 16+ yrs. diagnosing and resolving end user computer/computer peripherals problems. Required 16 Years

· 16+ yrs. providing second-tier support to end users, server, or mainframe apps/hardware. Required 16 Years

· 16+ yrs. documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems. Highly desired 16 Years

· Strong knowledge of Windows 11, Microsoft 365, and common enterprise applications. Required 10 Years

· Install, configure, and update software and operating systems on end user devices. Required 16 Years

· Familiarity with Active Directory, Service Now ticketing systems, and remote support tools. Required 16 Years

· Troubleshoot issues related to Windows OS, Microsoft 365, VPN, network connectivity, and standard enterprise applications. Required 10 Years

· Assist with password resets, account unlocks, and identity management through Active Directory and other authentication tools. Required 16 Years

· Diagnose and resolve hardware failures, software errors, and configuration issues. Required 16 Years

· Deliver clear, courteous, and professional communication to end users. Required 16 Years

· Install, configure, and update software and operating systems on end user devices. Required 16 Years

· Document all support interactions, resolutions, and follow up actions in the ticketing system. Required 16 Years

Provide guidance and training to users on basic technology functions and best practices. Required 16 Years