Help Desk Technician I

Three Saints Bay, LLC. a government contracting industry leader, is seeking an experienced Help Desk Technician I. This position will report into our our Manassas, VA Headquarters office.

The Help Desk Technician I is the first point of contact between our customers and the IT department - and first impressions matter. This role is equal parts people skills and technical aptitude: you'll be the calm, knowledgeable voice that guides users through technical challenges, from a forgotten password to a device enrollment issue. If you thrive in a fast-paced environment, genuinely enjoy helping people, and want to grow your IT career in a modern, cloud-first organization, this is your starting point.

Position Requirements:

• Serve as the primary point of contact for IT support requests received via our help desk ticketing system, phone, and email
• Triage, prioritize, and resolve incoming support tickets related to hardware, software, connectivity, and Microsoft 365 applications
• Guide end users through troubleshooting steps with patience and clarity, regardless of their technical skill level - including senior management
• Support device enrollment and management through Microsoft Intune, including BYOD (Bring Your Own Device) onboarding for Windows, macOS, iOS, and Android
• Assist users with Microsoft 365 applications and services including Teams, Outlook, SharePoint, OneDrive, and Exchange Online
• Manage user accounts, group memberships, and access provisioning via Azure Active Directory / Entra ID
• Troubleshoot LAN/WAN and remote connectivity issues including VPN, Wi-Fi, and remote desktop
• Image, configure, and deploy computer assets; set up new employees and conduct brief IT orientations
• Create and maintain clear technical documentation and end-user guides
• Escalate unresolved issues to Tier 2/3 teams with thorough documentation of steps taken
• Verify resolution with the customer and close/update tickets accurately
• Support printer services and peripheral setup as needed
• May occasionally lift and move equipment up to 50 lbs

Education and Experience Requirements:

• 1-2 years of IT support, help desk, or customer-facing technical experience (internships and coursework count)
• Demonstrated ability to provide exceptional customer service - especially in high-stress or time-sensitive situations
• Familiarity with Microsoft 365 suite and cloud-based environments
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)
• Strong written and verbal communication skills
• Positive attitude, eagerness to learn, and ability to multitask in an agile environment

Preferred:

• Experience with Microsoft Intune or other MDM/EMM platforms
• Familiarity with Azure Active Directory / Entra ID for user and device management
• Experience supporting BYOD environments and mobile device management
• Hands-on experience with a ticketing system (ZenDesk, ServiceNow, Jira Service Management, etc.)
• CompTIA A+, Microsoft 365 Fundamentals (MS-900), or similar certification (or in progress)

Education:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred - or equivalent hands-on experience

Security Requirements

• Must be a U.S. Citizen
• Ability to obtain and maintain a U.S. Government security clearance
• Subject to background investigation, drug screening, and credit check upon offer of employment

VEVRAA Federal Contractor

Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.

We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.