Senior Help Desk Technician

Role: Senior Help Desk Technician 

Location:Washington, DC 20005 (Onsite)

Type: Full-Time

Overview

We are seeking a Senior Help Desk Technician to provide onsite IT support for a federal government client in Washington, DC. This role will serve as the primary point of contact for end-user technical support, ensuring reliable operation of laptops, mobile devices, enterprise applications, and network-connected equipment.

This is a hands-on, customer-facing position requiring strong troubleshooting skills and the ability to support both onsite and remote users.

Responsibilities

End-User Support

• Provide Tier 1 technical support for hardware, software, and network issues
• Troubleshoot Windows and macOS laptops and desktops
• Assist users with Google Workspace and Microsoft Office applications
• Provide desk-side support for onsite staff

Device Setup and Configuration

• Configure and deploy laptops, mobile phones, and tablets
• Install software and perform operating system updates
• Support device encryption and authentication tools
• Manage mobile devices using mobile device management systems

IT Systems Support

Support and troubleshoot technologies including:

• Google Workspace
• Microsoft Office
• Adobe Acrobat
• Network printers and scanners
• Mobile devices (iOS and Android)
• Voicemail and communication systems
• IT security tools such as CrowdStrike, Qualys, and authentication tokens

Help Desk Operations

• Track incidents and service requests in a ticketing system
• Provide timely issue resolution and escalate complex issues when needed
• Maintain accurate documentation of troubleshooting steps and resolutions

Asset Management

• Track and manage IT hardware inventory
• Support annual IT hardware and software audits
• Maintain device lifecycle documentation

Required Qualifications

• 5+ years of Help Desk or Desktop Support experience
• Strong experience supporting Windows and macOS environments
• Experience with Google Workspace/Google Cloud
• Experience troubleshooting network printers and mobile devices
• Excellent customer service and communication skills
• Ability to work independently in an onsite support role

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field
• CompTIA A+ certification
• ITIL Foundation certification
• Google IT Support Professional Certification
• Experience supporting federal government environments