Job Description

Please Note:

• It is an 100% onsite position in Suitland, MD
• Working Hours – 40 Hrs a week (Contract extendable to 2 more years)
  

Position Overview:

• Seeking a reliable and hands-on Help Desk Specialist to provide Tier 1 and Tier 2 IT support across the client.
  
• This role includes troubleshooting hardware/software issues, handling support tickets, managing IT assets, and assisting users directly, both in person and remotely.
  
• You’ll be the face of tech support, working closely with the Office of Customer Support to keep users up and running.
  

Key Responsibilities:

• Provide Tier 1 & Tier 2 technical support to client end users (desktop, laptop, mobile)
  
• Monitor, respond to, and resolve Help Desk tickets daily in a timely manner
  
• Communicate clearly with end users and escalate complex issues when needed
  
• Install and remove IT hardware for new hires and departing users
  
• Relocate, configure, and maintain desktops, monitors, printers, scanners, and peripherals
  
• Manage equipment inventory, storage, and excess/disposal processes (including drive sanitization)
  
• Package and ship IT equipment to remote users as needed
  
• Support network and local printers (including toner replacement and troubleshooting)
  
• Provide A/V setup and support in conference rooms
  
• Troubleshoot connectivity issues (wired, Wi-Fi, VPN)
  
• Image and configure laptops and mobile devices (standard client setup)
  
• Perform vulnerability remediation on workstations
  
• Maintain and contribute to the internal IT knowledgebase (FAQs, troubleshooting guides)
  

Requirements

Required Qualifications:

• Associate diploma/degree or equivalent experience in IT or related field
• 2+ years in a help desk or desktop support role in an enterprise or government environment

Preferred Skills:

• Experience with Microsoft 365, Active Directory, SCCM, InTune, and Entra ID
• Knowledge of standard imaging processes and desktop security protocols
• Familiarity with ServiceNow or similar ticketing systems
• Experience supporting remote users and shipping/receiving IT hardware
• Strong understanding of Windows operating systems and basic networking
• Clear communication and active listening with non-technical users
• Strong organizational skills for managing tickets and inventory

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