Senior Help Desk Technician

Description:
On-site 5 days/week in Washington, DC

Our client seeks a Senior Help Desk Technician to deliver advanced frontline technical support across enterprise systems. The role supports end users with hardware, software, mobile devices, and cloud platforms while maintaining customer service quality and system reliability.

Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $28.00 to $32.00/hr. w2

Responsibilities:

• Provide Tier II/III support for M365/O365, Azure AD (Entra), Intune/Endpoint Manager, SharePoint, and VoIP (Poly phones).
• Troubleshoot MacOS, Windows, iOS, Android devices, and related cloud services.
• Perform root cause analysis across network, hardware, and software issues.
• Resolve complex technical issues and implement prevention measures.
• Deliver responsive, high-quality end-user support.
• Communicate status and resolution timelines to users.
• Provide training on Microsoft Office, SharePoint, Zoom, and mobile device tools.
• Manage user accounts, permissions, and access in Azure AD.
• Support M365/O365 and collaboration tools.
• Administer mobile devices via Intune/Endpoint Manager.
• Ensure compliance with organizational security standards.
• Track and resolve issues using Zendesk or similar systems.
• Document troubleshooting steps, solutions, and knowledge articles.
• Maintain accurate service records.
• Enforce cybersecurity best practices, including MFA and endpoint protection.
• Provide user guidance on security protocols.

Experience Requirements:

• 8+ years of experience in IT Help Desk or Technical Support.
• 2+ years administering M365/O365, Azure AD/Entra, Intune/Endpoint Manager, SharePoint, and SaaS platforms such as Zoom, Teams, and mFax.
• Experience supporting MacOS and Windows environments, and iOS and Android devices.
• Strong troubleshooting and root cause analysis experience.
• Experience with ticketing systems, preferably Zendesk.
• Excellent customer service and communication skills.
• Technical skills with M365 administration, Azure AD/Entra IAM, Intune MDM/MAM, device troubleshooting, VoIP systems (Poly), SaaS tools, and security camera systems (Axis preferred).
• At least one certification such as Microsoft Azure Fundamentals, Security/Identity Fundamentals, CompTIA A+ or Network+, Microsoft Modern Desktop Administrator, CISSP (preferred), ITIL Foundation, or Apple Certified Support Professional. Must be willing to recertify within 3 months if expired.
• Preferred experience with Poly VoIP, security cameras (Axis, Eagle Eye), Documo mFax, Everbridge, Zoom/ZoomGov, hybrid support environments, and customer support certifications such as HDI or ITIL.