Help Desk Specialist

FedWriters is seeking a skilled Help Desk Specialist to provide frontline IT support for the U.S. Access Board. This role will be responsible for responding to user issues, troubleshooting technical problems, and ensuring high-quality customer service.

FedWriters is expanding rapidly and has been recognized as a 2024 Top Workplace by Washington Post, offering excellent growth opportunities in a collaborative environment.

**Position is contingent upon successful contract award**

Work Schedule and Location:

Hybrid: This full-time hybrid position will work Monday through Friday, between the hours of 7:00 AM to 6:00 PM (Eastern) requiring some on-site presence at the Access Board's Washington DC location

Responsibilities

• Provide help desk support via on-site (in-person), remote, telephone, and email channels
• Support specialized software and peripherals for Section 508 compliance
• Troubleshoot and resolve issues with desktop, laptop, tablet, mobile devices, and applications
• Provide technical support for standard desktop software including Microsoft Office 365
• Manage and resolve tickets in the help desk ticketing system
• Perform proactive and preventive maintenance on end-user devices
• Configure security settings in accordance with agency guidelines
• Deploy standard disk images and maintain device configurations
• Support video and teleconference equipment in conference rooms
• Maintain documentation of common solutions and standard procedures
• Coordinate with other IT teams for escalated issues

Qualifications

• Minimum 5 years of experience as an Enterprise Services Desk Specialist
• Strong technical expertise in enterprise systems and cloud systems (M365, AWS, Google platforms)
• Experience troubleshooting hardware and software issues
• Knowledge of operating systems (Windows, macOS) and mobile device platforms
• Understanding of IT security concepts and compliance requirements
• Excellent customer service and communication skills
• Ability to prioritize and manage multiple support requests
• Ability to obtain Public Trust security clearance

Preferred Qualifications:

• IT support certifications (CompTIA A+, ITIL, etc.)
• Experience supporting federal government users
• Knowledge of accessibility technologies and Section 508 compliance
• Experience with ticket management systems
• Familiarity with remote support tools and techniques
• Understanding of asset management practices

Why Join Our Team

At FedWriters, we place the highest importance on creating an exceptional employee experience. As part of our rapidly growing company, you'll have opportunities to achieve your career aspirations through internal promotions, professional development, and other recognition and rewards programs. Join our team and take advantage of the many benefits we offer, including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Long-term and Short-term Disability Insurance
• Life Insurance
• 401(k) Plan
• Holiday Pay
• Paid Time Off