Helpdesk/Deskside Support Specialist (TS clearance)

Job Title: Help Desk Technician
Location: Washington, DC
Clearance Requirement: Top Secret
Job Summary:

We are seeking a highly skilled and experienced Help Desk Technician to join our team in Washington, DC. The ideal candidate will have a Top Secret clearance and a strong background in providing technical support in a fast-paced, high-security environment. The Help Desk Technician will be responsible for troubleshooting, diagnosing, and resolving technical issues, as well as providing exceptional customer service to our clients.
Key Responsibilities:

• Provide first-level technical support to end-users via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems and peripherals.
• Maintain accurate records of issues and resolutions in a ticketing system.
• Escalate complex issues to higher-level support teams as necessary.
• Assist with the setup and deployment of new equipment and software.
• Ensure all systems and applications comply with security policies and procedures.
• Provide training and guidance to end-users on various software applications and systems.
• Perform regular system updates and maintenance to ensure optimal performance.
• Collaborate with other IT staff to resolve technical problems and improve IT services.

Qualifications:

• Active Top Secret clearance is mandatory.
• High school diploma or equivalent; an associate degree in Information Technology or a related field is preferred.
• Minimum of 2 years of experience in a help desk or technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Proficiency in troubleshooting hardware, software, and network issues.
• Familiarity with ticketing systems and remote desktop applications.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team in a high-security environment.
• CompTIA A+ certification or similar is preferred.
• Strong attention to detail and organizational skills.

Work Environment:

• This position requires working on-site in Washington, DC.
• Occasional evening or weekend work may be required to support critical issues or deployments.