Help Desk Technician

Our client is seeking a Help Desk Technician to provide first-level technical support to end users in an on-site environment in Silver Spring, Maryland.

This is an excellent opportunity for an early-career IT professional with foundational technical skills, strong customer-service instincts, and hands-on experience troubleshooting common hardware, software, network, and peripheral-device issues.

The Help Desk Technician will serve as one of the first points of contact for employees experiencing technical problems, providing support in person, by phone, email, and through a help desk ticketing system.

Success in this role means resolving user issues accurately and efficiently, documenting support activity thoroughly, providing a positive customer experience, and recognizing when more complex issues need to be escalated to senior technical staff.

What You Will Do

• Respond to help desk requests received in person, by phone, email, or through a ticketing system.

• Troubleshoot and resolve first-level hardware, software, network, and peripheral-device issues.

• Support desktops, laptops, printers, operating systems, office applications, and other common end-user technologies.

• Install, update, configure, and troubleshoot software and operating systems.

• Provide basic network troubleshooting, including connectivity, VPN, and wireless network issues.

• Document support requests, troubleshooting steps, resolutions, and escalations within the ticketing system.

• Escalate complex technical issues to the appropriate technician or engineering resource.

• Use technical documentation, diagnostic tools, and conversations with users to identify and resolve problems.

• Assist with system backups and restores as needed.

• Prepare, configure, inspect, and deploy computer equipment and peripheral devices for end users.

• Help identify recurring technical issues and communicate trends to the support team.

• Provide professional, patient, and customer-focused technical support to users with varying levels of technical knowledge.

• Support scheduled maintenance or emergency technical needs outside normal business hours when required.

• Perform other related IT support responsibilities as assigned.

What You Will Bring

Required Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant professional experience.

• 1–2 years of experience in help desk, desktop support, IT support, technical support, or a related customer-service environment.

• Hands-on experience troubleshooting desktop and laptop hardware, operating systems, software applications, and common peripheral devices.

• Basic understanding of network connectivity, VPN, and wireless troubleshooting.

• Strong customer-service and interpersonal skills.

• Strong attention to detail and an organized approach to troubleshooting and documentation.

• Ability to communicate technical information clearly to users with different levels of technical experience.

• Ability to work effectively as part of a technical support team.

• Ability and willingness to work on-site in Silver Spring, Maryland.

• Ability to obtain and maintain a U.S. Government security clearance.

Preferred Qualifications

• CompTIA A+, Network+, Security+, or a comparable IT certification.

• Hands-on experience using a help desk, service desk, or IT service-management ticketing system.

• Experience supporting Windows desktops and laptops.

• Experience installing and configuring common office and productivity applications.

• Experience troubleshooting printers and other peripheral devices.

• Experience supporting VPN and wireless connectivity.

• Flexibility to support occasional after-hours maintenance or emergency technical-support requirements.

Work Environment

• This position is performed on-site in Silver Spring, Maryland.

• Candidates must be able and willing to report to the Silver Spring work location as required.