Job Requirements
Arlington, VA
Secret Polygraph not specified
Career Level not specified
$60,000 - $90,000
Job Description
Help Desk Specialist (Tier I / Lead)
PLEASE NOTE THIS ROLE WILL START IN ARLINGTON, VA AND SHIFT TO FORT BELVOIR AFTER AN UNDETERMINED PERIOD OF TIME
Overview
We are seeking Help Desk professionals at both entry-level and lead levels to support a mission-focused IT environment. These roles are responsible for delivering front-line technical support to end users while ensuring efficient service delivery across desktop systems, enterprise applications, and hardware.
Candidates may be aligned to either hands-on user support or team leadership responsibilities, depending on experience level.
Key Responsibilities
Provide phone and in-person technical support to users across enterprise systems
Support end users with email platforms, directory services, and Windows desktop applications
Troubleshoot and resolve hardware, software, and peripheral issues (PCs, printers, etc.)
Serve as the first point of contact for incident intake, triage, and resolution
Document issues, solutions, and processes within ticketing systems and knowledge bases
For more senior/lead-level candidates:
Provide daily oversight and direction to help desk personnel and support operations
Manage ticket queues, escalations, and overall service delivery performance
Coordinate resolution of complex issues across technical teams and stakeholders
Drive improvements in support workflows, processes, and team efficiency
Mentor junior staff and ensure adherence to service level expectations
Basic Qualifications
2–5+ years of experience in help desk or IT support environments (level dependent)
Strong knowledge of Windows desktop environments and troubleshooting
Experience supporting email systems, account access, and directory services
Ability to diagnose and resolve hardware and software issues
Strong communication and customer service skills
Certifications:
Entry-level: CompTIA A+ or equivalent
Lead-level: Security+ or other relevant certifications preferred
Preferred Qualifications
Experience supporting federal or defense-related IT environments
Familiarity with help desk ticketing systems and service management tools
Experience working within structured service delivery environments (SLAs, metrics)
Prior team lead or supervisory experience (for senior-level candidates)
Active Secret clearance or higher strongly preferred
Work Environment
100% on-site support environment
High-volume, fast-paced support setting
Combination of end-user interaction and technical troubleshooting
PLEASE NOTE THIS ROLE WILL START IN ARLINGTON, VA AND SHIFT TO FORT BELVOIR AFTER AN UNDETERMINED PERIOD OF TIME
Overview
We are seeking Help Desk professionals at both entry-level and lead levels to support a mission-focused IT environment. These roles are responsible for delivering front-line technical support to end users while ensuring efficient service delivery across desktop systems, enterprise applications, and hardware.
Candidates may be aligned to either hands-on user support or team leadership responsibilities, depending on experience level.
Key Responsibilities
Provide phone and in-person technical support to users across enterprise systems
Support end users with email platforms, directory services, and Windows desktop applications
Troubleshoot and resolve hardware, software, and peripheral issues (PCs, printers, etc.)
Serve as the first point of contact for incident intake, triage, and resolution
Document issues, solutions, and processes within ticketing systems and knowledge bases
For more senior/lead-level candidates:
Provide daily oversight and direction to help desk personnel and support operations
Manage ticket queues, escalations, and overall service delivery performance
Coordinate resolution of complex issues across technical teams and stakeholders
Drive improvements in support workflows, processes, and team efficiency
Mentor junior staff and ensure adherence to service level expectations
Basic Qualifications
2–5+ years of experience in help desk or IT support environments (level dependent)
Strong knowledge of Windows desktop environments and troubleshooting
Experience supporting email systems, account access, and directory services
Ability to diagnose and resolve hardware and software issues
Strong communication and customer service skills
Certifications:
Entry-level: CompTIA A+ or equivalent
Lead-level: Security+ or other relevant certifications preferred
Preferred Qualifications
Experience supporting federal or defense-related IT environments
Familiarity with help desk ticketing systems and service management tools
Experience working within structured service delivery environments (SLAs, metrics)
Prior team lead or supervisory experience (for senior-level candidates)
Active Secret clearance or higher strongly preferred
Work Environment
100% on-site support environment
High-volume, fast-paced support setting
Combination of end-user interaction and technical troubleshooting
group id: kforcecx
We offer roles across all three clearance levels: Confidential, Secret and Top Secret. With a Top Secret Facilities clearance, a proven subcontractor track record and a deep understanding of agencies across Defense, Intelligence, Homeland, Justice and Federal Civilian Sectors, Kforce brings more than 20 years of experience to supporting critical missions at federal, state and local levels.
