Information Technology Support Specialist

Position Overview

We are seeking a skilled and customer-focused Helpdesk Administrator to manage and support day-to-day IT helpdesk operations. This role is critical in ensuring reliable technology services for end users by providing timely, professional, and effective technical support. The ideal candidate will have hands‑on experience supporting Windows‑based environments, Office 365, printers, and basic networking, along with the ability to travel within the DC metro area to provide on‑site support when required.

This position requires strong troubleshooting skills, excellent communication abilities, and a proactive mindset to identify, resolve, and prevent IT issues. A reliable vehicle and willingness to travel between multiple locations are essential.

• Serve as the primary point of contact for IT support requests via phone, email, ticketing system, and in person
• Manage daily helpdesk operations, including ticket intake, prioritization, assignment, and resolution
• Provide timely technical support to end users while maintaining a high level of customer service
• Follow established IT policies, procedures, and service‑level agreements (SLAs)

• Install, configure, maintain, and troubleshoot Windows operating systems (Windows 10/11)
• Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices
• Perform workstation setups, upgrades, patches, and replacements as needed

• Support Office 365 applications including Outlook, Teams, One Drive, SharePoint, and Word/Excel
• Assist with user account setup, password resets, mailbox issues, and license management
• Troubleshoot email, collaboration, and cloud‑based file access issues

• Troubleshoot basic networking issues including LAN/WAN connectivity, Wi‑Fi access, VPN connections, and IP configuration
• Work with network equipment such as switches, routers, and access points at a basic support level
• Escalate advanced networking issues to senior IT staff or vendors when necessary

• Install, configure, and troubleshoot network and local printers
• Diagnose issues related to print queues, drivers, connectivity, and hardware failures
• Support additional peripherals such as scanners, docking stations, monitors, and mobile devices

• Document incidents, resolutions, and troubleshooting steps in the ticketing system
• Maintain and update IT documentation, FAQs, and standard operating procedures
• Identify recurring issues and recommend improvements to systems, processes, or user training

• Travel to other office locations within the DC metro area to provide hands‑on technical support
• Coordinate on‑site visits, equipment deployments, and system upgrades
• Ensure consistent IT service delivery across multiple locations

• Proven experience in a Helpdesk Administrator, Helpdesk Technician, or IT Support role
• Strong working knowledge of Windows operating systems
• Hands‑on experience supporting Office 365 environments
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi‑Fi)
• Experience troubleshooting printers, hardware, and peripherals
• Excellent verbal and written communication skills
• Strong organizational and time‑management abilities
• Ability to work independently and collaboratively in a team environment

• Valid driver’s license and reliable personal vehicle
• Willingness and ability to travel within the Washington, DC metro area
• Ability to lift and move IT equipment as required (desktops, printers, monitors)

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications
• Experience with IT ticketing systems and remote support tools
• Familiarity with Active Directory and basic user administration
• Prior experience supporting multiple locations or field‑based IT environments

Mid‑Senior level

Contract

Information Technology

Technology, Information and Media