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.